Coffee Importer Case History


Coffee Importer

Scottish importer of high quality coffee beans and distributor of fine coffee and café culture equipment and products. Operating nationwide with a 365 - 24/7 service offering on all coffee machines. 90+ Telephone users.


  • Incoming sales and service calls to be answered within specific timings.
  • Real-time and historic reporting on the answer-time statistics
  • Key members of staff to work from home at night with full telecoms and voicemail facilities.
  • Identify the location of Out-of-Hours service calls and correctly route service requests to one of seven regional service engineers on call.
  • Record all calls for training, customer care and sales order purposes.

In our business we have to have the very best products but unless our service is the absolute best in the industry we would lose customers.


Avaya IP Office with digital and IP handsets. Contact Store Call Recording. Licensed with Call Centre agent and supervisor licenses. PC based call-centre wall-boards and full call-centre reporting software.

  • All incoming calls are routed to a customer service call centre staffed with agents and monitored by supervisors.
  • Incoming call queues are monitored and agents re-deployed as required to maintain call-answer targets.

Since the installation of the Avaya system we have answered 95 – 96% of calls within
10 seconds

  • IP handsets have been deployed to all staff required to work from home. Connection to the main office system is made via broadband using a Virtual Private Network (VPN) and Voice-Over-Internet-Protocol (VOIP).
  • Users enjoy full system features and resources exactly as they would if based in the office.
  • Contact Store Call recording allows recording of specific extensions, individual departments or all calls.
  • Customer can search and retrieve recordings using a wide range of search criteria i.e. Number dialled, extension number answering, time of day, day of week or combinations of search criteria.
  • Recordings are saved as separate files and can be played back using any type of media player, emailed to others and used in staff training, to confirm details of calls or to resolve disputes where necessary.
  • Out of Hours service calls are answered via auto-attendant using a voice-form – a series of pre-structured questions designed to ensure that essential details are recorded so that engineers are prepared in advance for the nature of the problem being reported.
  • During this process the system is identifying the Call Line Identity (CLI) – the number from which the caller has dialled.
  • The system is programmed to search for the STD code of the caller in a database and identify which regional engineer handles service calls for that STD code.
  • The caller’s message is automatically sent to the duty engineer as an email attachment which is delivered to a smart-phone enabling the engineer to respond immediately to the customer

Our national team of service engineers are with our customers within an average
time of 3 hours from a fault call being logged and we have a 99% first time fix rate.