Founded in 1812, Wolferstans has established itself as a major law firm on the south coast. They’re headquartered in Plymouth, with further offices in Plympton and Plymstock. Their 200+ person workforce prides itself on the delivery of outstanding legal expertise and on its dedication to client satisfaction and the local community.
To demonstrate the solution would work for them, we initially trialled TeamsLink with their front of house team – the team that were experiencing the majority of problems and dealing with customer frustrations. The difference was immediate: there were no connection problems, and the call quality was vastly improved.
During roll-out, the team at Risc worked very closely with the TeamsLink engineers to ensure a smooth, rapid migration of the phone numbers to the new platform. From a user perspective the transition was seamless. Wolferstans’ staff finished work on the one evening and when they came into work the next morning, everything was moved across and operational, with new features and functionality available to them instantly.
We set Wolferstans up with 3 different ring groups – one for each of their offices. When a call came in it would ring in the first instance for the staff in the office that was dialled, before overflowing to the other offices. The call would pop up to say which office the call was for. This allowed each of Wolferstans’ locations to keep their local presence and independence, whilst still operating as a whole organisation.
Although everyone was happy and the ring groups were a vast improvement on their previous system, after three months of assessment and analysis on the operational effectiveness, we suggested the use of call queues rather than ring groups to improve efficiency.
Call queues allow the system to decide which staff member to present the call to based on a number of factors, such as their skill level or the amount of time a user has been idle. In the case of Wolferstans, the front of house team would have the highest skill levels, so the call is presented to those staff members first, before overflowing to a secondary group of staff. This provides some additional benefits. Firstly, it means that the calls are distributed better within each office, and secondly, it gives live visibility and reporting across their sites and organisation. Live data, such as how long it takes to answer calls and which times of day are the busiest, is pulled from TeamsLink and displayed in wall boards, so they can target staff to accommodate the busiest periods. This allows Wolferstans to have a clear view of their business and to drive business efficiency.