Plantronics Manager Pro with Plantronics headsets— A system-level solution for today’s contact center.Asset analysis expands managers’ ability to track device deployment, configurations, and firmware updates; delivers cost savings.

COMPANY BACKGROUND

Brand Developers is the leading direct response marketing company in Australia and New Zealand. The company uses a proprietary sales system that gives them a deeper reach and greater operating flexibility than a bricks and mortar retailer.

Brand Developers receives approximately 7000 calls per day into their contact center, and nearly half of those calls are converted into sales. Their contact center operates 24 hours a day, seven days a week, 365 days a year. They work with more than 500,000 unique customers every year.

They have been a Plantronics customer for more than two years.

THE BUSINESS PROBLEM

The company was initially buying a competitor’s headsets in bulk at a low price, holding to the idea that with the low cost they could buy as many as they wanted and hopefully get some of the ones they needed. It may have been that they were not investing enough research into proper equipment for their contact center. They found that with these bargain headsets, the audio was poor and discovered, “you get what you pay for”. The customer service representatives (CSRs)

Brand Developers: www.branddevelopers.com

Location: Australia/New Zealand

Industry: Direct Response Marketing

Employees: 600

Deployment: Plantronics Manager Pro with Plantronics headsets

were complaining of headset breakage, poor audio quality, and discomfort on the job. This was far below an optimal situation for a group of employees responsible for working on the front line of the company with customers every day.

THE SOLUTION

The purchasing team spent some time discussing options, and decided to go with Plantronics—a higher-quality product that would meet all the necessary criteria. Over time, having the right headsets would save money and the CSRs who spend their entire workday wearing a headset would be more comfortable, thus happier at work. Because they’re happier at work, this translated directly into more positive customer interactions. Having the right headsets meant better audio quality, active noise cancellation to reduce distractions, a high level of comfort, and no issues with hardware breaking down. By going with the Plantronics headsets, Brand Developers was able to take care of all the issues the agents had raised. It also enabled them to deal with CSRs using excuses like “I couldn’t make a sale because something went wrong with my headset.”

Case Study

Brand Developers

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WILL BRAND DEVELOPERS SUBSCRIBE TO ADDITIONAL PLANTRONICS MANAGER PRO CONTACT CENTER-RELATED ANALYTICS SUITES?

The short answer is yes. Goran Kolonic, IT Support Manager at Brand Developers says, “We now have everything in this company set up based on data and statistics. The Plantronics Manager Pro analytics reports show things like CSR success rates, call back numbers, budgets, and we can find out various things about our company at any given time. We also have our own system called Science of Selling (SOS) created by our in-house development team. SOS helps us design contact center software based on requests of the agents. If the request is of value, it gets implemented. By using Plantronics Manager Pro, we’ll get a more accurate representation of the data. By integrating the data analysis with our own SOS program, we can be more proactive and find and solve issues before they become a problem.”

CONCLUSION

Kolonic continues, “With Plantronics Manager Pro as part of our overall set up in our contact center, we save money and futures have been increased. Overall, it’s a huge success story. We’ve achieved more, have more functionality, and we’ve reduced CSR downtime. We’ve achieved the goals we want to achieve. We reduced costs, and that’s what is most important to us.”

Brand Developers Case StudyThe Plantronics account manager demonstrated Plantronics Hub for the Brand Developers team, and showed how it’s evolving. What was especially enticing to them within the Plantronics Manager Pro offering was the Asset Analysis analytics suite. Asset Analysis is key for them, since it shows which CSR has been on which headset, gives them software updates for a central point of view, and lets them see reports of CSR time on calls and muting data. If a representative’s call is dropped, and it’s actually an IT problem, it doesn’t get marked against that agent’s statistics. But, if he or she purposely drops a call and then tries to claim they had an IT issue, management can now see whether it was truly an IT problem or not. Also, Brand Developers’ CSRs are required to meet an average call time and they receive very good incentives for this. With Plantronics Manager Pro, managers have an accurate view of average call time, so they won’t need to pay CSRs if they don’t deserve the incentive.

For Brand Developers, Plantronics was the offering that stood out. The price was reasonable. These headsets are highest quality, and very stable and reliable. And, the system-level solution solved all their previous issues.

Another thing that influenced Brand Developers’ decision to go with the Plantronics hardware and software solution was while they did offer support services, they no longer needed that option. With the capabilities provided by Plantronics Manager Pro, Plantronics has removed any need for Brand Developers to call support services. Calling Plantronics to update headsets wasn’t an issue because with Plantronics Hub, they update on their own and they can quickly and easily move forward with no service interruptions.