Whaley Foodservice Repairs is one of the largest independent commercial food equipment service companies in the United States, with twelve locations across the Southeast and a successful 65 year track record in the food service industry.
Whaley chose DATEL’s Call SWEET! Live on the Avaya IP Office as a replacement for their initial contact center solution, since the initial solution did not provide all the reports they needed. Specifically, they wanted to report on what their agents were doing and how many calls they were taking for each of their hunt groups. Whaley Foodservice needed accurate information to make better management decisions in regards to staffing their contact center. With Call SWEET! Live they were able to run daily and monthly reports that showed how many calls their employees took, which hunt groups got the most calls, and how long their employees were spending in Do Not Disturb versus Idle. In addition to the reports, Jeff Quattlebaum, the Global Contact Center Manager at Whaley Foodservice, used the live views to see which agents were available for calls and which were on the phone to manage break times more effectively.
Before Call SWEET! Live, Jeff only had a rough idea of when their busiest times were. Once he implemented Call SWEET! Live, he was able to focus in on the actual times they were losing the most calls, and manage staffing to fix that. He has been able to reduce the number of abandoned calls by more than half, as well as shift staffing around to manage work flow, avoiding the need to hire additional staff. The combined multi-site capabilities of the Avaya IP Office and DATEL’s Call SWEET! Live also enabled Whaley to hire and effectively manage a key employee living outside of their geographic area, as if he were right in their office. Another benefit the Avaya IP Office provided was the ability to eliminate their intra-office long distance charges by putting IP Office systems into their branch offices.
