Call & Contact Centre Relocation for Watt.co.uk

Business Utilities

About Watt.co.uk

For nearly 25 years, Watt.co.uk has been dedicated to helping businesses save millions through switching utility suppliers. With their specialised business utility switching service, companies have benefitted from substantial savings. Their process involves comprehensive market comparisons, sourcing superior deals for energy, water, telecom, and broadband.

CASE STUDY VIDEO

Watt Utilities Contact centre upgrade and Office relocation - YouTube

Watt Utilities Contact centre upgrade and Office relocation

LIV Unified Comms14 subscribers

The Challenge

Watt Utilities is fast growing in the Business Utilities space and required a new office and call/contact centre to accommodate its expanding operations. We were tasked with the design, project management, installation, and maintenance of the new offices and call/contact centre. Our goal was to create a tech-rich space that optimises staff productivity while being a great working environment.

What We Did

Office Layout and Floor Plan:
Designed a new office layout and floor plan to maximise space utilisation and ensure ergonomic standards. The design included strategic placement of workstations to reduce noise and improve workflow.

Electrical Points and Cabling:
Planned and installed appropriate electrical points and cabling infrastructure to support all over-the-top tech and comms requirements.

Comms Cabinet Topology:
Designed and installed a new communications cabinet to house all network and telecommunication equipment.

WiFi:
For this project we opted for TP-Link Omada to support 100+ users.

Call & Contact Centre:
For this project we agreed the Intermedia / NEC Univerge Blue Enterprise Contact Centre solution – cloud-based and omni-channel, to support Watt Utilities 70+ seats.

Installation

Cabling Infrastructure:
Installed a resilient and scalable cabling infrastructure to support current and future technology and communications requirements.

SD-WAN and VoIP Network:
Implemented a redundant SD-WAN solution to ensure high uptime and performance. The network was optimised for VoIP to support clear and reliable voice communications.

Call Centre Setup:
Configured the call centre layout with wallboards displaying key metrics via the Intermedia / NEC Univerge Blue Enterprise Contact Centre solution, synced with company-wide AV systems.

Ongoing Maintenance

Resilient Infrastructure and failover:
Provided ongoing maintenance to ensure the resilient infrastructure operates smoothly, including 5G, copper, and leased lines.

The Result

The team at Watt.co.uk were really pleased with the project. The move has resulted in a significant improvement in productivity. The newly designed office layout and optimised call centre setup now provides a more comfortable and effective working environment. The enhanced design helped staff operate at higher productivity levels.

Additionally, the redundant SD-WAN system and resilient infrastructure ensured reliable and uninterrupted connectivity, which was crucial for maintaining Watt Utilities’ business operations.

Performance in the call centre improved notably, as the wallboards displaying key metrics allowed for better tracking and management, improving overall customer service. With the capacity to easily handle over 100,000 calls per month, the ability to scale and perform consistently was also a key result of this successful implementation.

What Watt.co.uk Said...

"We’ve worked with LIV for about 7 years and formed a great working relationship. I know I can pick up the phone, raise a ticket, speak to people, and within a very very short space of time I can get my problem rectified. The benefits of working with LIV include the cabling, the network, the infrastructure, LIV helped with our phone system, integrating with our CRM as well, we have a seamless transaction when making calls. I would recommend them. Get in contact, have a Teams meeting, but I’d definitely recommend their services and what they provide."

Andrew Hunter

Director

We understand the challenges of managing a complex contact centre. Talk with us about how we can help you.