In the space of just a few short years, Artificial Intelligence (AI) has gone from being a somewhat niche field, to front and centre in the public consciousness. With the rise of ChatGPT and similar platforms, there is much speculation about where this technology is heading, and what its impact will be on our personal and professional lives. Indeed, organisations across numerous sectors are already exploring the different ways it can be utilised to reduce costs, optimise efficiency, and improve service quality.
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We've probably all encountered what we consider to be poor customer service through a contact centre, whether it's calling your utilities provider, banking, mortgages, or just everyday online shopping.
There have been many excuses for poor service through the pandemic due to ill-prepared home working solutions. Those should be behind us now, although that's likely the topic of a further blog, as many companies are still leaning on this excuse!
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Here's why that's a good thing…
"In the new contact centre, we're no longer reliant on hunt groups, and can onboard new services and new desks very easily, which has allowed for a much higher level of agility in terms of how we connect and collaborate with our colleagues and partners. We've also got a much higher level of control, so we don't need to go through our IT teams to make changes or updates when we need to, and can constantly refine our call flows."
Stacey Whyte, NHS Digital
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"Not-for-profit organisations have provided a trusted and valued source of independent advice for people throughout England for many years. They are a vital part of our national support infrastructure and somewhere to turn to in times of crisis."
Nick Hurd, MP
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The digital launchpad for life-changing training and apprenticeships
About JTL
Operating across England and Wales, JTL offers world-class training and apprenticeships in the fields of electrics, plumbing, and heating, providing aspiring tradespeople with the launchpad for successful, long-lasting careers.
Solution
Exponential-e's self-owned, enterprise-class network is the foundation of JTL's IT infrastructure, and - in turn - much of the training they deliver. Scalability is a critical factor here, ensuring new training sites can be opened and closed down as seamlessly as possible. New sites are typically deployed every 2-3 months, with sixteen sites in operation around England and Wales at the time of writing, and four more currently in the works.
This is highly scalable, highly available connectivity is complemented by a Cloud-based, AI-powered Contact Centre platform, ensuring trainees are always able to make contact with the right person throughout every stage of their programme, across an evolving range of channels. All trainee information is fully centralised throughout each stage of their programme, ensuring agents are able to resolve any queries as quickly as possible, with minimal points of contact required.
Exponential-e also provide additional support is also provided around the provisioning and management of key software licences, ensuring all staff and trainees are equipped with the tools they require, for the best possible rates.
JTL's account team at Exponential-e continue to work closely with their own IT team and other teams from across the company, identifying and acting on new opportunities for improvement and innovation. In this way, JTL's IT infrastructure can continue evolving in response to the needs of trainers, trainees, and apprentices, freeing them to focus on the learning experience
"The key thing about our partnership with Exponential-e is the reliability. Our connections rarely ever go down, and we're never in any doubt as to who to talk to for anything, whether that's launching a new site, or further consolidating and optimising our IT ecosystem. In this way, technology remains a powerful driver for the quality of training we are able to deliver."
Parth Parmar, Head of Technology, JTL
Challenges
JTL's training programmes depend on seamless communication between trainees, trainers, and administrative staff, all of which demands a highly resilient, scalable, and secure IT infrastructure. The deployment of new training sites, wherever and whenever they are needed, is also a critical priority, requiring close collaboration between JTL's own IT team and various third parties, including key technology partners.
Solution benefits
- World-class IT infrastructure in place for new training sites as soon as they open their doors
- highly scalable, highly available connectivity,
deployed at more than sixteen sites across England and Wales
- An omnichannel contact centre platform ensures a
smooth, stress-free experience for every trainee and apprentice, before,
during, and after their programmes
- Key Microsoft licences delivered as a fully
managed service, resulting in new cost savings and efficiencies
- Hands-on support from a dedicated account team around the opening of new training sites and ongoing service optimisations
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