Call Monitor helps CF Capital work remotely

CF Capital began moving colleagues over to Microsoft Teams with Voice in August 2020 to further improve communications and assist employees with remote working. Having completed the transition in January, the business has used Call Monitor to appraise call volumes remotely.

Founded in 1988, CF Capital provides a wide range of finance products to enable businesses to take advantage of the benefits of leasing. "Our company, like many, saw a reduction in business transactions as the pandemic hit in 2020. As part of our response, we enhanced our remote working capabilities and reduced our reliance on paper by making our processes more and more digital," explains Ken Wilding, IT manager at CF Capital.

"Remote working has worked well, and we are keen to retain that flexibility, however, without everyone working out of the same office it can be hard to see quickly if outbound call volumes are where they should be. Using Call Monitor we can very easily see the level of customer contact in an intuitive and real-time dashboard; it's brilliant."

Colleagues can see the results

CF Capital was able to create call volume reports from its phone system previously, but it was a long-winded process that made it difficult to spot issues quickly. "In addition to our main sales team, all our employees are incentivised to make contact with customers. The data is made available to them so they can see for themselves the call volume and duration," says Ken.

Not only can Call Monitor track and present a wide variety of call data via the dashboard, but it is also possible to drill down into the data, for example, to see which customers are being called.

"Having this business information available in real-time is a valuable business tool," adds Ken.

To find out about moving your business to Teams, call Chris Joberns on 01473 835 280.