Electronic security distributor Norbain SD reports it has invested £500,000 in a new IP-based telephone system.
Initially installed in the company’s head office at Reading, the system will be rolled out throughout the organisation in the early part of 2005.
With effect from December 6 callers to Norbain’s head office – 0118 944 0123 – will benefit from IP telephony offers, Paul Blake, Norbain’s IT Director, says: "All callers can continue to be answered personally by one of Norbain’s team of receptionists. However if the person requested is unavailable, rather than wait for operator intervention and redirection, the caller will be presented with an opportunity to choose where the call is directed which will ensure timely connection to the appropriate personnel. Our investment in IP Telephony reinforces our overriding commitment to customer service and by using technology sensitively and sensibly I believe we will enhance Norbain’s reputation for personal service, increase customer satisfaction, and, improve efficiency within the business."
Callers outside of the firm’s extended business hours will be able to leave a message for the person they wish to contact, the firm says. Paul Balke says: "One of the immediate benefits of IP telephony, is the ability to collect data on call patterns. We will have tangible statistical data on the performance of our call handling service. This will enable us to continuously improve this vital area of customer service."
