UYR Group, a full service creative agency based in Pontefract, West Yorkshire, has an in-house 50-strong team of specialists covering all elements of clients’ design, print, multimedia and fulfilment needs.
The company, which was established in 2002, has a large, and growing, team of designers all of whom are experienced in working within the extremely demanding leisure and retail industries.
The UYR Group is divided into distinct, but complementary, sectors including creative, design, marketing, online, print, and distribution.
When it came to upgrading its telecoms systems, UYR was delighted to choose Russell Telecom as its preferred supplier.
Russell Telecom has three decade’s experience of meeting the telecommunications needs of numerous UK businesses and organisations. The company has vast experience of providing complete communications solutions across all industry sectors at the most competitive prices.
“We were immediately impressed with the level of expertise and service that Russell Telecom offered.” Dan Prescott, IT Manager, UYR Group
UYR wanted to replace its existing telecoms system with a solution that could more intelligently measure and improve the effectiveness of its sales function.
Russell Telecom undertook a thorough evaluation of the company’s telecommunications system before deciding that the NEC SV8100 solution would suit its requirements perfectly.
The SV8100 is one of the newest digital and IP phone systems from NEC. Russell Telecom installed the SV8100 together with 50 handsets, voice mail and auto attendant. In addition, a MyCalls Manager Call Centre with large screen wallboards was installed. This has the ability to show how many calls are being made and answered by the sales teams. The management team can log into the call centre software and monitor and report on the sales teams. Reports can be generated automatically for individuals and team managers at any time of the day. Managing Director Adam Wood uses his iPad to remotely view the MyCalls wallboard information and reports. This gives him the ability to monitor his sales and support teams when he is travelling on business anywhere in the world. The MyCalls recorder records all calls for quality assurance purposes – UYR receives large volumes of orders over the phone and the voice recorder is an excellent application that can be used to help prove disputed orders, for example. This is also an extremely effective training aid for both sales and support staff.
UYR is very pleased with the solution provided by Russell Telecom. One of the key benefits is the ability of MyCall Manager to monitor and analyse time spent on the telephone. Other valuable benefits of the new system include:
Improved customer satisfaction
Identifying over and under-achieving employees
Identifying call patterns and trends
Auto scheduling reports
Determining the ‘busy hour’
Identifying missed calls
Identifying true call cost
Cutting telecom and operational costs
Identifying unused extensions and trunks
Dan Prescott, IT Manager at UYR, commented:
“Having previously used BT for the supply of our hardware, we were immediately impressed with the level of service and expertise that Russell Telecom offered.
“We were looking at setting up a telesales team within the business, which was unknown territory for us. After carefully listening to our requirements, we were advised on a choice of systems what would be suitable.”
Dan added: “After making our decision, the system was installed and up and running within weeks. We are very happy with our new system and it does exactly what was required and lots more.”