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UK’s Leading Debt Advice Charity Relies on ShoreTel

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StepChange Debt Charity in the UK provides free debt advice and management to around 500,000 people a year. As spending and debt has increased in the UK so have calls to the company. They have seen remarkable growth since they started fifteen years ago and recently opened their tenth office and third call center. They wanted to make sure their new call center solution could help them meet their immediate needs and handle the projected growth they expect in the next few years.

StepChange chose ShoreTel Enterprise Contact Center for its 600 agents because it is simple to use not only for the IT department, but for the agents as well. They particularly like real-time reports which they post on the walls, so all the agents can see what calls are coming in and reallocate resources to other teams as needed.

“Enterprise Contact Center has helped to ensure that each inquiry is answered quickly and effectively, enabling our customers to reach a satisfying conclusion without the wait,” said Mike Gillard, helpline team leader at StepChange. “The reporting system has also been incredibly helpful, as I can now use the data available to create reports that can be shared with my managers and can help me quickly make important decisions.”

In the end the winners are their customers who are helped more quickly and get fantastic service! Watch their video story here.