Delivering comms transparency for Coastal Recycling

Coastal Recycling has been offering waste management services to business, households and local authorities in Devon for over 30 years. It operates across four main sites in the region, employing more than 150 people. Ensuring projects (no matter how big or small) go smoothly is a top priority and the company is dedicated to ensuring customer service goes above and beyond. To maintain this level of customer experience as the business expands, Coastal Recycling wanted a better understanding of call analytics so it could make informed decisions. In short, it needed to upgrade its business mobile communications – enter PiPcall.

"When we decided to completely overhaul our telephone system, PiPcall were extremely helpful during the migration. The team combines its decades of experience in telecoms with fresh ways of thinking, and from that we established a great working relationship.

The driving force behind the move was the desire for extensive reporting. With Mobile+ we’re able to get a whole host of information that was previously unavailable like how long our employees are on the phone for, and we can even record calls if we want to. This is brilliant because we can see all this data, analyse it and then make the right decisions off the back of it".

Pete Oakley, Customer Service Manager at Coastal Recycling

Reporting and call analytics with Mobile+

Built with on-the-go professionals in mind, PiPcall’s Mobile+ uses the dedicated mobile voice network to deliver reliable calls with high-definition quality, uniquely combined with advanced calling and analytic features. To make use of this, Coastal Recycling upgraded its existing telephone system to a full contact centre. PiPcall offered its consultancy at every step of the staged migration. Now, Coastal Recycling is enjoying:

Extensive reporting: Coastal Recycling has access to telephone calls and statistics in real-time that were previously unavailable. Mobile+ can streamline mobile calling processes, track wrap up time, calls per hour, and call distribution no matter the workforce’s location.

An intuitive admin portal: All call monitoring and analytics can be seen in PiPcall’s admin portal for centralised management.

Flexible communications: For over 45 users. Coastal Recycling’s employees have the flexibility of Bring Your Own Device (BYOD) including Apple IOS andAndroid, but with a separate individual business number.

To find out more and receive a no commitment quote, tailored to your business requirements just give us a call on 0330 094 8080.