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Analyst Converge /
Applications Assured Infrastructure /
BT Asset Visibility /
AstraZeneca: Outsourcing of operator services helps leading drugs company to improve customer service and reduce cost
AstraZeneca: Outsourcing of operator services helps leading drugs company to improve customer service and reduce cost
Executive summary
AstraZeneca, one of the world’s leading pharmaceutical companies, has outsourced the provision of operator services for its UK locations to BT in order to standardise and improve the quality and consistency of call handing performance. The BT solution is based on the Managed Switchboard Service, utilising its custom designed outsourced contact centre capability at Selkirk in Scotland.
Incoming calls to AstraZeneca sites, or internal switchboard calls, are all now routed to Selkirk from where dedicated BT call centre agents deal with the enquiry. Calls are routed to the appropriate AstraZeneca site and extension using the BT VoIP Port platform a fully managed and hosted voice over IP connectivity service for wide area networks that uses the BT MPLS (multi-protocol label switching) network. As part of the outsourced solution BT maintains a centralised directory system listing all AstraZeneca staff and manages moves, changes and maintenance of the company’s PBX (private branch exchange) estate.
The solution has enabled AstraZeneca to standardise and reduce the cost of the call reception function, whilst improving call-answering performance, extending hours of business and increasing business resilience. The solution also provides the opportunity to further improve business efficiency and effectiveness through broadening the scope of the service to embrace tasks such as centralised accident reporting and taxi bookings.
KPI | Target
|
Calls answered within five seconds
| 95 per cent |
Abandoned calls
| <1.5 per cent |
Call handling time
| <30 seconds |
“BT was able to offer us a fully integrated and true end-to-end voice solution; managing our contact centre environment, all the lines, and all the switches. Selecting BT also made total business sense for us given our past strong history of working together.”
Paul Hyatt, Technical Services Manager, AstraZeneca
Related industry
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BT for Pharmaceutical
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