A CTI Solution
When business grows beyond expected estimations most people would agree it's
a good problem to have. However, if you don't have the technology in place to
handle the growth this 'good' problem can soon bite back.
This case study examines the issues faced by the UK's leading low-cost car rental
company as they reacted to the unprecedented growth of its national call centre.
easyCar aims to offer outstanding value
for money which means a reliable service
at a low price. It is achieved by simplifying
the product it offers, and passing on the
benefits to the customer in the form of
easyCar aspires to re-invent the car hire
industry which looked like the airline
industry did five years ago, a cosy
fraternity that relied on the corporate
By offering customers affordable car
rental prices easyCar intends to give
consumers a reason to give up car
ownership and rent a car when they do
actually need one.
THE BUSINESS CHALLENGE
Finding itself needing to expand its call
centre operation but having no support
on its existing telephone system easyCar
took the view that its telecommunications
reviewing and potentially
"easyCar has had overwhelming success
over the past year. Our call centre
operations have increased 500% and we
are now taking well over 2500 calls a
week. This sort of growth is
unsustainable without the technology
growing with the business." commented
Rupert Curthoys, easyCar.
easyCar needed to improve its call centre
operation in a number of key areas:
Peak call traffic - Without a new
system immediate responsive action
to peaks and troughs was impossible.
This was resolved in April 2002 when
all call centre activity was brought in-
house and the telephony upgrade
Call Reporting - easyCar's incumbent
system was out-of-date and did not
offer real-time reporting, make staff
scheduling or blend calls.
Call management/routing - easyCar
has made good use of the In