MPS Group International selects Datapulse call management system to improve productivity

MPS Group International, a leading provider of staffing, consulting and solutions in IT, Health, Finance, Accounting, Law and Engineering, has selected UK telecommunications provider Datapulse, to enhance its customer service and staff productivity.

Telephone misuse is a drain both on business efficiency and on its bottom line. MPS had previously invested in an Internet Protocol (IP) telephony system to support its legacy Time-Division Multiplexing (TDM) system, however this had not been rolled out to all sites and created a more complicated process for accurate call traffic analysis and reporting across the business.

MPS needed to log calls over ten UK sites with 2000 telephone ports, which were installed on a number of different Nortel phones systems. . In order to ensure accurate and complete call-logging and reporting facilities, MPS chose Datapulse to provide its Multi-site Call Information Module (CIM) call management solution.

Professional call handling is a vital element of good customer service. MPS is now using CIM to see at a glance if incoming calls are being answered within specified response times, if operators are failing to answer calls or if a high volume of calls is being made to a specific department. The sophisticated reporting package provides MPS with the evidence needed to justify additional operators, set up special numbers or modify the way that calls are handled.

Graphical reports showing call patterns, busy periods and telephone traffic trends help MPS to manage staffing levels more effectively. Network and Voice Engineer Marc Van-de-Cappelle is now running up to 40 reports per week which can be conducted centrally and then emailed out to managers across the business as web reports, which allows the team to access call statistics and run call management reports from any browser PC connected to the organisational network. Reports contain details at the lowest call level. For maximum security, different access levels for individual users and departments are available - for example users with 'Customer Services' permissions can only generate and view reports based on this department's call data.

MPS is also using CIM to trace calls through its telephony system to investigate why calls are lost or abandoned. Call trace reports are generated to enable MPS to view all elements of a call on one screen, from which the IT Manager can trace the route a call takes through the switch and the whole response time from the beginning to the end of the call. This extends to tracing unauthorised calls - an international call outside of normal business hours, for example - and report accordingly.

Marc Van-de-Cappelle, Network and Voice Engineer at MPS Group in the UK, says: "The Datapulse Call Information Module was exactly what we were looking for to manage our calls and boost staff productivity. We are using it in every environment, from our call centres which are now benefiting from quicker call response time, to the sales teams who are using the solution to measure the productivity of their marketing calls."

"We have also been extremely impressed with the professional services and support that Datapulse has provided. The reporting component of the system has been particularly useful, I can even use it for a more technical background view of the phone systems usage - if part of the infrastructure is failing, I know about it before it goes down and can prevent any disruption to our business."

Romke Wijngaarden, London-based Sales Manager for Datapulse, says: "We are delighted that MPS Group International has chosen Datapulse to help manage their calls for improved business performance. CIM is a great solution for multi-site businesses that need a ubiquitous call-logging and reporting system."

"System administrators, particularly in multi site environments, can be unaware for some time of a problem that has stopped call records getting to the call management system. CIM however keeps a check on what information it is receiving, displays call-logging activity for all sites and can raise the alarm via email or screen pop if data is not being received as expected."

"CIM can also help to control call costs and time spent on calls. Extensive automatic monitoring and reporting capabilities enable you to justify expenditure on new telephone equipment, extra lines, network links, extensions and operators. It will also help reduce operating and administration costs."

About MPS Group International

MPS Group is a leading provider of staffing, consulting, and solutions in the disciplines of information technology, finance and accounting, law, engineering, and healthcare.

MPS Group delivers its services to government entities and businesses in virtually all industries throughout the United States, Canada, the United Kingdom, and Europe. A Fortune 1000 company with headquarters in Jacksonville, Florida, MPS Group trades on the New York Stock Exchange. For more information about MPS Group, please visit www.mpsgroup.com.