Skywest Improves Customer Service With Mitel Contact Centre
- 20 June, 2008 17:00
<p>Mitel®, a leading provider of unified communications, has announced that Skywest, West Australia’s largest regional airline, has successfully implemented a business wide Mitel IP communications solution to handle ticket sales and customer service operations.</p>
<p>Skywest employ a total of 380 employees, and provide scheduled services to more than 17 passenger destinations across Western Australia, Victoria, the Northern Territory and Bali. A contact centre is based at Skywest’s head office in Perth, with employees working in shifts, handling ticket sales and flight enquiries.</p>
<p>Skywest sell tickets for flights via travel agencies, via their website, and via the phone. Approximately half of their ticket sales are handled via phone based transactions, so efficient handling of in-bound calls is critical to both customer satisfaction and profitability.</p>
<p>Neelesh Krishan, IT Manager for Skywest commented, “Our old phone system offered only very basic call handling and simple reporting. It was like a pair of concrete boots, holding us back when we were trying to service our customers. After an exhaustive tender evaluation process involving five major vendors, we chose a contact centre solution from Mitel. The business case was easy to justify, as the Mitel solution gives us the greatest flexibility as we grow in the future, and provides us an excellent return on our investment.”</p>
<p>The solution was designed and implemented by Anything Telephones, a Mitel PremierPARTNER. The solution is comprised up of a Mitel 3300 IP Communications Platform (ICP) and Mitel Contact Center Management Business Edition, Intelligent Queue Business Edition, and Automatic Call Distribution. Mitel Navigator handsets were chosen for contact centre agents, with Mitel 5212 and 5224 IP Phones being used elsewhere in the business. The entire solution was installed over a two day period in without causing any disruptions to customer service operations.</p>
<p>In order to improve productivity within the contact centre, calls are now automatically routed to employees with the most appropriate skills. Workloads are balanced to reduce customer waiting times, allowing Skywest to offer the best possible levels of service to customers.</p>
<p>Large wall mounted screens visible throughout the contact centre are linked into the Mitel Intelligent Queue software, providing contact centre agents with continuous visibility of how well they are performing. Information presented on the screens includes the numbers of customers waiting in various queues, as well as other key customer service metrics.</p>
<p>Neelesh Krishan continued, “Mitel has really helped us to achieve major productivity improvements in our contact centre. Our old system was very rigid, and needed an engineer to make adjustments to workflows. In periods of high customer demand, the ease of use of the Mitel contact centre allows workflows to be quickly adjusted by our team leaders. We can now also quickly add extra staffing capacity as required. Without increasing our agent numbers, the extra flexibility and visibility has allowed us to grow our phone based ticket sales.”</p>
<p>Gwilym Funnell, Managing Director of Mitel Australia commented, “Delivering consistent levels of customer service can be a real challenge, particularly when you face periods of high customer demand. Mitel’s Contact Centre solutions make it easier to handle peak levels of demand, and get the best results from your customer service team. We have specifically designed our contact centre solutions to be highly modular, so they are able to grow with your business.”</p>
Skywest is West Australia’s largest regional airline, providing scheduled services to more than 17 passenger destinations across Western Australia, Victoria, the Northern Territory, and Bali. In addition, Skywest run efficient charter services to various mine sites. Based in Perth, Skywest is committed to delivering both superior in-flight service and value for money.</p>
Mitel delivers flexibility and simplicity in smart unified communications solutions and applications for organisations of all sizes. Mitel is reinventing how successful organisations gain competitive advantage by easily collaborating and communicating over distance and time with customers, colleagues and partners. Mitel’s (www.mitel.com) global headquarters are in Ottawa, Canada, with offices, partners, and resellers worldwide.
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