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   Case Study Qualifa

 

 




 

Qualifa is an award winning innovative leader of international lead generation and telemarketing research solutions employing a team of 200 staff from over 75 countries speaking 15 languages.  With a newly established presence in Germany, France and the USA Qualifa has ambitious international expansion plans. The company has been recognised by the local business community with the esteemed awards of “International Business of the Year” at the 2012 Sussex Business Awards and “Most Promising New Business” at the 2011 Sussex Business Awards.


Business situation


In September 2009 Simplicity was contacted by the CEO of Qualifa to provide a small cost effective phone system with a need for 2 phones, a phone line and internet connectivity but with the expectation that they would be likely to move to new premises within 6 to 12 months.  Since 2009 Qualifa have moved offices 4 times and have grown into a fully fledged international operation offering international blue chip businesses with a single UK resource to provide an around the clock market research and appointment setting facility.

Technical Situation


With an operation of this size Qualifa needed a network infrastructure which would cope with thousands of calls every day to every corner of the globe whilst also empower their agents on the floor to manage their own activity at the click of a button. Qualifa also needed a solution which would allow them to be fully connected with their international operations as they embarked on setting up overseas.


The business now operates with an infrastructure of 110 phones and 200 staff working in 3 shifts from 4:00am to 11:30pm 5 days a week making an average of 175,000 calls a month.  They have plans to double the size of the business over the next couple of years.

Solution


Simplicity has been alongside Qualifa since the beginning providing telecoms capability in a cost effective and professional service wrap.  In September 2012 Simplicity put in place a Cisco “hosted” Enterprise Call Manager platform with access to a hosted multi tenanted management portal allowing Qualifa full administrative and reporting capabilities and access to recordings from a secure single online portal.


The network is built on a highly resilient and secure architecture utilizing best of breed Cisco Infrastructure. Every component in the network is fully redundant not only within each of the three UK data centre’s but also geographically between data centre’s providing true business continuity with 99.999% reliability.


Every desk operates with a single PC and a Cisco “Soft phone”. Every agent is empowered with their own headset and login with access to their own call activity and recordings.  Management can proactively report on and monitor agent's activity and call progression. 


Connectivity is provided with a 30MB Fibre Ethernet connection and the service can be accessed from any internet connection, anywhere in the world. With three further data centre’s going live in the UK and a further 3 planned internationally in the USA, Europe and Asia in the first half of 2014 Qualifa are well placed to take advantage for future growth.

Benefits


By leveraging the experience, technical and support infrastructure that Simplicity delivers they are able to effectively plan on a “pay as you grow” basis managing costs on a “per user” “per month” basis.


As Qualifa continues to evolve they will be able to cost effectively take advantage of “click to dial” and the latest call centre and collaboration tools available with their current “Call Manager” application including interactive training, chat, video, white boarding and meeting and recording facilities wrapped into a single monthly subscription.


Types of business Simplicity Service Include:
   

Simplicity work with over 150 clients with between 2 and 200 staff from all business sectors including:

  • Accountants
  • Architects
  • Solicitors
  • Utilities such as Gas, Electricity and water suppliers
  • Manufacturers
  • Doctor Surgeries
  • Recruitment Agency’s
  • Call Centre’s
  • IT Support businesses
  • And Serviced offices    

We offer business telephony in a convenient and cost effective service wrap and deliver Phone Lines, Phone Systems, Mobile and Internet Connectivity Services to all industry sectors with a friendly and professional approach to help our clients communicate.

For a free audit of your existing telephony infrastructure please get in touch.


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