Traffic solutions company Tenix has moved its call centre to a graphical user interface system reducing its training costs by 70 per cent.
General manager of delivery and transformation at Tenix, Greg Spicer, outlined the reasons behind the migration and the changes it has made.
“We wanted to migrate from a green screen to a graphical user interface. We had a couple of drivers. We were restricted in our prior system and didn’t want to disturb any legacy code,” Spicer said.
“We didn’t want to have to start re-coding those rules and we also had a lot of security built into that application that we didn’t want to reinvent the security requirements of.”
Spicer said the system was redesigned and it has improved workflow for a number of Tenix clients.
“We identified the mainframe screens that supported our workflow. We then redesigned the screens on the GUI interface and tried to shorten the time with the call. Once we undertook that process, we generated those screens and put them on the web server using different components.”
“We rolled this system out to one of our clients; a Sheriff’s office. They are field based and previously used a Web-based system. They now connect over a 3G broadband network and have the ability on a day by day basis to plan their work and have access to the back end of the system and this makes them make clearer decisions about the people they are collecting debts from,” Spicer said.
Spicer outlined the success of the deployment at this week’s Gartner SOA summit in Sydney and said the platform has performed well under pressure for the Victorian Department of Justice.
“One of the reuses of the platform was to work on an amnesty project where people could agree to pay their fines and have certain fees waived in certain matters. We were severely impacted by that as a call centre. Our calls went up over 100 per cent. We needed to come up with quick ways to handle the bulk of the calls so we developed a simple user interface. We used the platform to consolidate onto a single screen which dealt with the bulk of the calls coming in at the time,” he said.
With analysts recently warning collaboration is about more than simply choosing the right product, Spicer said a collaborative approach was important to the success of the project.
“It was really good to have our experts in our call centre influencing the design. The fact we had key users involved helped with the acceptance of the project by our readers.”
“Every time we presented this to staff, they came up with something new that could be tweaked in the system. Striking a balance between getting it right for the users and getting it right for the business was really important,” he said.