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Call Centre Case Study

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It’s great to hear when one of our customers enjoys success using our Business Communications services.

The good people at Campus Living Villages are understandably proud of their “Customer Contact Village” (CCV) - a team of 12 contact center staff who have won two awards for excellence in Customer Service.

In addition to the ACCUHO Industry Award for Excellence in Customer Service won in April 2016, the CCV team was recently crowned the NSW winner of the Australian Marketing Institute (AMI) Award for Excellence in Customer Experience Marketing.

Campus Living Villages are world leaders in student accommodation – providing housing for 45,000 students across Australia, New Zealand, England, Scotland, Wales and the US.

The CCV was recognised for the industry-leading support it offers to prospective residents via live chat, phone and email, and an online self-service help centre.

Clearly these accolades are a result of the hard work and passion of the CCV’s excellent staff and management. However, it’s nice to hear when one of the telephone systems Evotec has installed has contributed to their winning an industry award.

These two awards are a big achievement for a department which has only just completed its first full year of operation.

“Since its official launch at the Sydney head office in 2015, the CCV has gone from strength to strength, with an excellent customer service rating of 98% as of October 2016,” said CLV’s Director of Operations, Shannon O’Connor.

“Thanks to their great work, we have achieved 100% occupancy at many villages sooner than ever before. We are very proud of the work the team does to support our prospective residents,” he said.

Evotec installed the Unify OpenScape Business PBX in June 2016, specifically for the CCV. All calls are recorded to assist training and Call Accounting provides real-time data on call numbers, origins and durations.

The CCV handles inbound calls from 18 student accommodation villages around Australia. And Evotec recently installed a similar system for their New Zealand operations.

Click Here to Download a Brochure on Unify OpenScape Business Contact Center

Click here for more information on Campus Living Villages