Specialist, independent tax advisor, Irish Tax Rebates announced the successful operation of its IP-based contact centre system, designed, installed and supported by global communications provider, Intellicom.
Specialist, independent tax advisor, Irish Tax Rebates today announced the successful operation of its IP-based contact centre system, designed, installed and supported by global communications provider, Intellicom.
Intellicom’s hosted contact centre, ‘Intune’, currently supports over 250,000 of Irish Tax Rebate’s customers and has been specifically designed with high performance call functionality and scalability in mind.
It provides more operational control to Irish Tax Rebates, thanks to streamlined call management, detailed call reporting and robust call recording.
The reliable delivery of voice traffic across the network is supported by fixed line primary and wireless secondary broadband connectivity to the company’s office in Athy, Co Kildare.
“We’ve gone from zero to hero from a telecommunications perspective,” according to Graham Aldren, manager customer services at Irish Tax Rebate. “I need a technology partner to guide me and that’s exactly what the team at Intellicom have done. All our needs have been met and support has been first class.”
Call recording provides a robust audit trail of conversations between agent and client. This peace of mind is critical to the integrity of the tax rebate service.
“The ability to record our calls has proved very useful and provides both our clients and our team total clarity on the conversations that we are having. Call retrieval is very easy and gives us a full audit trail of our transactions,” said Mr Aldren.
Intune’s architecture and Software as a Service (SaaS) payment model negates large upfront investment and allows the adjustment of seat count up or down, as required. Detailed real-time or historical reporting gives management the ability to better schedule agent resources to manage high call volumes.
“Our intuitive management portal gives Graham and his team the necessary data to make better operational decisions,” said Robbie Fitzpatrick, business development manager at Intellicom. “This functionality directly supports Irish Tax Rebate’s competitive differentiator of providing the fastest client turnaround in the industry.”
It takes just 60 seconds to register as a customer with Irish Tax Rebates and tax rebates with an average value of €1,074 are returned in 12 working days.
‘Intune Contact Centre’ edition is a feature-rich, enterprise-class, telephony and multi-channel contact centre solution. It offers the broadest feature set out of the box with a simple licensing model, available as an on-premise, hosted cloud or hybrid deployment option. The service has been deployed across several industries including deployments at Kennco Insurance, 11890 Directory Enquiries and Fingal Homecare.