Hill & Abbott Solicitors
“David Marsden managed to seal the deal, due to his professional, straight-talking approach. He listened to our needs and presented a package which worked for us. David, Jack and the team were efficient, friendly and caring. It’s obvious they want to see their product and service succeed. They clearly believe in what they do and need to achieve. This positive attitude, together with the follow-up after care, is fantastic.”
- Kerry Huggins, Operations Manager, Hill and Abbott
Our solution: highlights
What we did in more detail...
Private hosted communications
We updated Hill & Abbott’s old legacy system to a private hosted solution. Calls between sites are now classed as internal, which cut their costs by 30%.
Team members can now receive calls through their existing direct dial number to their Cisco handset, softphone on their desktop or a 3CX mobile device.
Direct dial calls are easily recognised, so it’s quicker and easier to transfer and prioritise calls. Employees can also use the automatic call recording feature to re-verify any information after a call.
Call handling management and reporting
We’ve given Hill & Abbott a more professional appearance. They can use call handling features like auto attendant, which provides a professionally recorded response to calls, so calls are directed to the right department or person – quickly and efficiently.
Promotional hold messages now fill any gaps in call queues. Caller line identity (CLI) recognition lets employees see who’s calling them, which helps prioritise external calls. This gives callers a more personal and professional service.
We also implemented a systems management and reporting function that helps Hill & Abbott identify their busy times. That way, they can make sure they have the right resources in place to meet demand.