The National Trust for Scotland (NTS) has been one of incovo’s key clients since we took over their maintenance contract in 2001. With over 250,000 members, it is the largest conservation charity in Scotland and protects and promotes Scotland’s natural and cultural heritage for present and future generations to enjoy.

Upon the start of their contract with incovo, NTS was faced with the problem of having a large number of calls coming through various departments, such as member services, holiday accommodation and indeed the reception desks. In order to remedy this, incovo provided a total call centre solution, which combined all the calls and enquiries into a single entity thus providing an improved service to their customers and members.

The existing Avaya Index 400 switch was upgraded to allow easier system administration and a number of call centre components have been added such as a Call Centre Manager Server which is able to not only monitor call volumes but also email and other web based communications.

One of the other key feature components of the new system is the Computer Telephony Integration (CTI), which links each call centre agent to a central database. This means when an existing member calls with an enquiry the system recognises their number and displays a pop-up with all their details on the screen of the agent before the call is even answered. This excellent system saves a great deal of time ensuring that staff can deal with enquiries as quickly and as efficiently as possible.

This improved communications infrastructure provided by incovo, will allow NTS to be able to interact with their members and the general public even better than before and we look forward to continuing our relationship with them for the foreseeable future.