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Call Management opened its phone lines 12 years ago and since then it has been working to improve the quality of our job and employees’ working conditions.

This year we are launching an internal wiki that will help to reduce our phone handling time by 10%. This new wiki distributes the information in a more intuitive way providing agents with easy access through a unique platform.

The non-sensitive information is hosted in the cloud and it is accessible remotely if required. These new improvements have been motivated by:

  • The aim is to provide a more competitive service to our clients
  • Provide a unique platform with access to information to cover our multi-channel contact centre offering
  • Simplify the day-to-day activities for our agents
  • Improve our scalability – we have a number of “backup” agents distributed across Ireland and the UK. They have worked previously with Call Management but decided to progress in their careers within other professions. Our relations with them are excellent and during seasonal peaks, we contact them in order to cover this increase.
  • Improve our internal communications processes
  • Provide a unique platform that makes training, policies and processes documents accessible to all our employees.

This wiki will be integrated with our new CRM system that will be launched by the end of summer. We are aiming to improve time handling, employee performance and overall customer satisfaction levels.