Portsmouth based Jobsite are the people who brought internet recruitment to the whole of the UK job market in 1995, and have been leading the way ever since. Their objective has always been to make recruitment as simple, fast and effective as possible, leaving clients more time to get on with the things they really want to do. The Jobsite team includes some of the most experienced people in the UK internet industry and their website (www.jobsite.co.uk) has won many industry awards.

The Jobsite business maxim is to stay out in front by listening to what customers have to say, and working hard to provide the service they need.

The huge success achieved by Jobsite in a short space of time – they were listed on more than one occasion in the Sunday Times for growth achievement, with 400% growth in one year alone - did however bring about issues with technology that impacted upon this maxim.

One of the principal problems was connectivity to the outside world, as their existing communications systems strained under the pressure of the increased volume of calls they were receiving.

Buusiness Challenges:

Tim Foster, Technical Support Team Leader at Jobsite, explained “We had two major problems caused by the growth in our business. Firstly, our existing telephone system was just not coping with the increase in call flows that we were placing upon it and secondly, we needed a comprehensive reporting system that would provide management with a complete breakdown of activity within both our sales centre and customer support department.“

In looking for a replacement solution that would address these needs Jobsite looked at a number of proposals from many suppliers but decided to purchase an Inter-Tel Axxess communications platform, upon which they would run Swan Solutions Callview application, from their current supplier Telequip.

“We had never had a specific call centre technology set up before so we explored the features and functions that would benefit our business, such as skills based routing of calls (where callers are automatically directed to the agent most appropriately skilled to take that call). We also attended a demonstration of the system at the Telequip showroom in Cosham, Hampshire.”

Telequip had recommended the Callview application as being the best solution to meet Jobsite’s needs in terms of it’s accuracy in providing management reports, ability to track all calls from ‘cradle to grave’ and its overall system modularity.

Tim Foster commented, “Callview’s modularity delivers the ability for the product to grow alongside the needs of the business, not just in terms of size but also with regard to functionality. In this respect we were able to select just the applications we needed for the initial configuration of our expanding call centre operation.”

Implementation & Benefits:

Telequip installed the entire solution over one weekend and were on site on the Monday after to ensure a smooth transition to the new communications system.

“It was a pain free installation process. Telequip staff were on hand to train and supervise our staff in the use of the new communications systems, and set up the reporting structure for Callview so that we could see the results of our sales centre and customer support team activity.

With Callview, we are now able to ‘screen pop’ customer records before answering the caller so that we have their entire client record on screen ready to answer any queries or provide the caller with information. This enables us to offer a faster service to callers.

We have also deployed four Callview Desktop Wallboards. This application allows Jobsite to see many areas of call centre activity historically or in real time. For example, we are using the wallboards to provide visual ‘league tables‘ to indicate which agents are handling the most calls. But we could use them for showing the total number of calls handled, the number of calls in the queue, and lost or missed calls etc.

As well as running Jobsite we also have four or five niche market employment web sites that we need to measure, monitor and report upon. We manage the entire NHS recruitment website and database from here and, via our specialist NHS support desk, we have to ensure that we provide an excellent level of service for this as well. Callview allows us to measure our call response times for the NHS service we provide, where we have set a target on answering all calls within 30 seconds.

Overall, the objectives that we set out to achieve have been met. Whereas previously my working day centred on fixing routine communications problems I now have time to use the complete flexibility and functionality of the Callview and Axxess software to configure new reports that contribute towards the increased productivity we are achieving. The biggest single benefit to me is that it has made my life a lot easier.”

Future: The majority of the calls processed by Jobsite are inbound although the company is implementing a more proactive outbound calling program and planning to reward agents for their achievements. Again, Callview will be able to monitor and measure this activity and report upon individual agent success.

Presently all management reports produced by Callview are generated and printed locally but Jobsite are about to implement another Callview Module, Netlink, to provide an alternative solution.

Netlink can convert reports to HTML for viewing in a web browser. Additionally Jobsite will be able to schedule such report updates so that their website – Internet, Intranet, Extranet or WAP - is periodically updated with the latest versions of their reports.  have at our disposal more management information than we could have dreamed of having.”