Nov 15, 2007
Sundance Vacations launches New MPLS Technology
Sundance Vacations is installing MPLS, a new phone and data network. Once complete, MPLS networks all six call centers with all six sales centers to direct high volume phone traffic. This enables the company to spread the incoming calls to any available agent, reducing or eliminating hold times for the customer. This type of time management helps to establish and maintain good relations with both customers and employees.
The MPLS network allows instant company wide contact. Someone in Hazelton can simply dial an extension to reach someone in the Downers Grove office. Another feature of MPLS allows all telephones on the network to be monitored. While this is great for improving the quality and consistency of our message, some employees may feel uneasy. How do you feel about that? Are you comfortable with the boss listening to your calls? What does this new technology mean to you?
Kathy O’Mara
Communications Director
komara@vacmail.com
Isn’t is amazing how technology can link everyone together with such ease? I think it’s great that the new system will allow anyone to contact anyone else in the entire company in just one simple step.
As far as being monitored…. we’ve been monitored for years within our individaul office!! I think it’s even a better idea that now other offices or departments would have the ability to listen in on some of our conversations with clients. It doesn’t make me feel uncomfortable at all. As a matter fact sometimes when I hang up the phone, I think to myself “Boy, I hope someone was listening to that call. They would be really impressed!!” =)
I am very excited.. for our “new” virtual inbound section.. i can’t wait for our computers.. i’ve been with the company now for seven years , and its awesome and amazing how much things change over the years.. im kind of a little sad i won’t get that rush of putting 3-4 people on hold at a time, but i’ll make due ..
I believe having one virtual inbound section will improve company shows and give each client the undivided attention that they deserve. I know my inbounds love the excitement of taking several calls at once, but they need to put themselves in the clients shoes. They may get one booking out of three calls. We want to convert every call, and this is a huge step in making that happen. Denise
I think being able to just type in an extension and call any office is great. Being monitored is also a great idea that way we know that everyone is doing their job properly and aren’t saying things they shouldn’t be.
Angela Kinney- Wilkes Barre Admin
Are you going to monitor the sales-managers phones?
Rick Baron submitted a question regarding the new MPLS technology that will be launched shortly. He questioned if we will be monitoring sales manager phones. All employees should understand that every phone on the system has the potential to be monitored. The purpose of monitoring calls is solely to improve customer relations and quality of message. Therefore it is most important that we spend a great deal of time listening to employees that have interaction with clients via telephone. Sales managers generally interact with customers in person so there would not be many useful opportunities for monitoring via telephone. However, employees who are concerned about their privacy should use their cell phones for non company business.