The challenge
BBC Studios is the commercial arm and a wholly owned subsidiary of the British Broadcasting Corporation, they sell programmes and formats produced by 200+ UK independent producers.
To deliver these projects, they need to be able to quickly add and configure new contact queues, using a centralised ACD (Automated call distributor) platform to meet their clients’ needs. It is essential that they can operate within tight timescales.
Smooth call handling with minimal effort
They turned to Netcall to upgrade and configure their existing ACD platform to ensure each new business area delivers the same experience and adheres to existing business processes. They upgraded to the latest version of Liberty Converse, our omnichannel contact centre solution. Once installed, Netcall provided some additional training to support staff to efficiently handle all new business opportunity calls.
“It is a trusted application that we use within our business. Just knowing that we can deliver great results to the clients’ specifications within the team is a great advantage.”
Martin Oliver
Infrastructure Communications Team Leader, BBC
The solution
A team working on a project for their client, an interactive learning venue in Cardiff based on a prime time science fiction series, needed to configure multiple ACDs frequently to handle ticket booking lines, events and general enquiries.
At their first time of working with Converse, they were able to configure all the clients’ requirements quickly and intuitively.
The result
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Netcall provided additional training to support staff to efficiently handle all new business opportunity calls
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New queues or skill groups can be deployed very quickly – virtually in real-time, once the workflow elements have been captured and the flow defined
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Now all ACDs enable smooth, professional call handling and calls from clients and external contacts are processed accurately to the right department
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Using low-code, managing day-to-day tasks and auditing processes are much simpler.
Whatever the requirement, the ACD can deliver
A positive shift in approach for the Team has been generated, as the team now feel that whatever their clients require, they can deliver.