NSL delivers heavenly UC solution that helps Angel Call Handling optimise services and reliable support
The Customer
The Challenge
Running a completely remote team comes with its own challenges, especially around assessing the productivity of staff and ensuring the best audio quality on calls, given that each agent uses their own home internet connection to facilitate calls.
Sarah was already unhappy with her previous supplier BT, due to a lack of ongoing support and direct contacts for any issues experienced, some of which were already impacting the caller experience.
“There was a 5-second delay before some numbers would connect to BT Business Direct, meaning 5 seconds of silence for the caller, damaging some of our call statistics too.”
Sarah Sharpe, Owner, Angel Call Handling
Then, the entire system went offline for over 4 hours, causing panic among the team. BT sent a statement with no apology, mentioning a fix would be ready in a couple of days.
This wasn’t good enough for Sarah, so she decided to look elsewhere, remembering a fun exchange with NSL’s Business Development Manager, Leicester Dougal, at a local business expo, when they were exhibiting next to each other.
The Solution
After learning more about the business, Leicester quickly arranged a demo of 8×8’s hosted telephony platform and Sarah was impressed with the flexibility of the platform, as well as the continuity procedures in place to ensure a reliable connection.
Knowing that she wanted to move away from BT as soon as possible, Leicester designed the new solution in partnership with Sarah in less than two weeks, simultaneously training Sarah on all the settings available, so she had full control of her new system.
The Results
Now, Sarah and her team have a fully-fledged Unified Communications solution that ensures all her remote team have a reliable platform – Staff can even take calls with them, with apps for both mobiles and computers – and there was no disruption to the lines during the transition either!
“The move to 8×8 was completely seamless. Our clients didn’t even realise we’d changed platforms, until we explained why statistics were improving so quickly, even benefiting in ways we didn’t even anticipate.”
Sarah Sharpe
And after a few catch-ups post-roll-out, Sarah is fully confident in making the most of the 8×8 platform, with no issues since deployment and the ability to enhance credibility, having more awareness over the performance of their system.
“We needed to make sure we could replicate the same wallboards we used already, which was much easier than anticipated. There was a lot of new functionalities too, that I wanted to explore… I knew right away that 8×8 was right for us.”
Sarah Sharpe, Owner, Angel Call Handling
“We took the spreadsheet that contained all our call routing and workflows and worked together to get everything live much faster than I thought was possible!”
Sarah Sharpe
“Everything’s been ticking over nicely, and when clients come to us with what they think is an issue on our side, we’ve got the ability to troubleshoot and prove that the problem is on their end, which is giving Angel a more professional standing in the market.”
Sarah Sharpe
Make a great connection
We simplify the complexity of Telecoms so you can be the best version of yourself.
Our team takes the time to showcase a greater level of detail so you can assess and scrutinise until you feel reassured.
What Makes NSL Special
Every decision we make says something about who we are.
We believe that authenticity is our most precious commodity as a business.
We take the time to listen to our customers and act in their best interests for a pain-free experience.
“Our reputation and results accumulated over time have ensured our long-term endurance.”
What Our Customers Say
Matt Edwards
Sales & Marketing Director, The Fascia Place
By NSL installing 8X8 across our depot network we were able to successfully launch a brand-new call centre, make quick changes to our call infrastructure and monitor those calls using the in-built analytics functions delivering a 35% increase in our successful pick-ups. Using the system to its full potential the 8X8 system has allowed us to better manage our group communications helping us to achieve our companies best ever trading month during September 2020.
Mark Waddleton
Telephony Systems Lead, Kuoni
NSL’s experience in the market place providing both traditional and creative communication solutions has assisted Kuoni to deliver the best possible experience for both our customers and our internal Support teams. NSL regularly put forward new ways to assist Kuoni, this can-do attitude and quick responses are communicated effectively by the NSL team giving Kuoni peace of mind and the ability to focus on developing our business.
NSL offer an extensive range of reports which help us to better understand the success of our business and plan for the future. I have no hesitation in recommending NSL Telecoms as a reliable, creative and flexible Business partner offering multiple communication solutions.
Andy Kirk
Group Infrastructure Manager, Auto Windscreens & Coop Insurance
I just wanted to say thank you to both of you and your team for your continued support this year, it really is appreciated and goes a long way in making our business operate as it does.
Heather Spencer
Managing Director, AdminWorks
My team and I found ourselves perfectly prepared for home working on the communication front, with no interruption at all to our business. Leicester and his support team have been marvellous from the start, and I wholeheartedly recommend both the NSL team and their product.
Fiona Sim
Chief Executive, Mosac
So heartfelt thanks and warm wishes to you all. Stay safe and well.
