The Royal Institution of Chartered Surveyors (RICS) has implemented bespoke call centre software after failing to find an appropriate off the shelf product for its new IP-based telephone network.
"RICS has around 80 different ways of classifying the 17,000 calls it handles on average each month, but none of the products on the market could meet that requirement," said Darren Smith, project manager at RICS.
Smith said the classifications such as membership, event query, and surveyor search were vital to enabling the organisation to build comprehensive customer profiles to help improve its service.
The 120,000-member organisation was also looking for a way to reflect cases where several topics were raised by a single caller.
"As a service-led organisation, the efficiency of our call handling is vital to the success of RICS," said Smith.
After approaching several suppliers, Teleware offered to create a customised version of its contact centre application according to a set of specifications from RICS and provide the software for a low cost evaluation.
"We implemented the Teleware system based on its ability to meet our classification needs and on the positive feedback from our call centre staff. The company has subsequently built the extra classification functionality into its core product," said Smith.
The system's ability to allow call centre agents to join their call centre team from any location was another key reason for choosing Teleware.
"The remote log in facility of the system enables team members to work from home if necessary, as well as providing built in disaster recovery functionality that would enable RICS to set up a virtual call centre if necessary," said Smith.