Call Centre Solutions
STRUCTURED CABLING SYSTEMS TAILORED TO YOUR BUSINESS
NEEDS
Call Centres are implementing the latest technologies to ensure that
customers get fast, efficient and effective service while providing businesses
with increased customer retention and market share at the lowest possible
cost. It is the seamless integration and reliability of these technologies that
is critical in enabling call centres to successfully carry out these functions.
That’s where ADC KRONE’s structured cabling solution can make a
difference. ADC KRONE has developed a cabling solution that can support all
your current technologies, and that has the flexibility and bandwidth to
accommodate the technologies of the future. This is a cabling system built
on ADC KRONE quality, guaranteeing you the systems security and
reliability vital for the provision of consistently efficient customer service.
PERFORMANCE YOU CAN DEPEND UPON
Fast, efficient customer service has become increasingly important to the
success of companies today. Consumers now have little tolerance for poor
or slow service, and will take their business elsewhere. This trend has
formed obvious concerns for businesses and has lead to the global growth
and development of call centres with a view to increasing customer loyalty
and satisfaction levels. To lift the level of service and responsiveness of call
centres to where they are today has required the constant implementation
of new technologies and applications.
Although these technologies are often critical to the provision of timely and
efficient customer service, rarely is much consideration given to the
infrastructure upon which the reliability of these technologies depend - the
structured cabling system.
Network downtime can be disastrous for a call centre, making it impossible
for agents to access client files and handle customer queries, leaving
customers inconvenienced and frustrated. Few people realize that 70% of
network downtime can be directly attributed to cabling faults. Therefore,

although the structured cabling system only represents around 5% of your
IT investment, it pays to install a quality system that will give you peace of
mind.
The ADC KRONE structured cabling solution does just that. It far exceeds
the Category 5 performance specified by the Australian Standard (AS/NZ
3080), and has been designed, tested and manufactured using the most
stringent and exacting processes and procedures, ensuring maximum
performance and dependability. ADC KRONE has always strived to achieve
the highest levels of quality – an attribute recognised and rewarded with
ISO9001 certification.
PEACE OF MIND FOR THE FUTURE
Call centres were initially set up by companies to improve their ability to
respond to the large volume of incoming calls from customers. This role has
expanded considerably over time to include functions such as telesales,
customer development, database management, and providing businesses
with crucial information regarding their customers purchasing patterns and
preferences. As these functions have expanded so too have the number of
new applications being introduced by call centre management to carry them
out effectively.
For this reason when investing in a structured cabling system you need to
think beyond the applications you are running today, and consider whether
it will cope with the demands of emerging technologies. The ADC KRONE
structured cabling solution has the capacity to do both.
ADC KRONE experts can assist you to design a structured cabling solution
that can support your computer network and all the applications of a
modern call centre. These include the Automatic Call Distributor (ACD),
Interactive Voice Response system (IVR), ACD management information
system, Workforce Management System (WFMS), and Computer Telephony
Integration (CTI), including predictive dialers. As call centres in Australia
progressively move towards becoming Customer Interaction Centres,

implementing broadband services such as internet facilities and links to
video kiosks, you can be sure that the ADC KRONE cabling solution you
install today has the flexibility and capacity to handle these and other
developing applications.
COST SAVINGS THROUGH
SYSTEMS INTEGRATION
Not only can the ADC KRONE structured cabling solution support your
network and call centre technologies, but also has the capacity to
seamlessly integrate your building management systems, including heat,
vent, and air conditioning controls (HVAC), as well as lift controls, lighting
system controls, security alarm, access control and video systems. ADC
KRONE can help you design a structured cabling system that will effectively
turn your call centre facility into an intelligent building, doing away with the
expense of installing and maintaining multiple wiring systems. The
integration of your building management and communications systems will
reduce your facilities operating costs by 30%, allowing you to deliver
customer service at a lower cost per transaction making your business more
competitive and profitable. That is a sizable financial benefit when you
consider that a building’s operating costs have been calculated to represent
50% of a facility’s total cost over it’s 40 year cycle, while initial construction
only represents 10-12%.
The reality is that by reducing your facility’s operating expenses by 30%
each year, your company will have saved more money during the building’s
life cycle than it cost to originally construct.
The benefits are not just financial. An intelligent building allows building
management services such as temperature control and lighting to be
flexible and responsive to the needs of employees thereby creating a more
comfortable working environment. By creating the optimum working
environment you will increase staff comfort and improve your employee
retention rate.

A common cabling infrastructure also makes cable administration,
configuration, problem management and fault finding easier. These features
contribute greatly to increasing the efficiency or your call centre, and to
improving staff productivity, creating more time to focus on customer
needs.
ADAPTIVE TO THE CHANGING NEEDS OF YOUR CALL CENTRE
Call centre staff generally operate in an open office environment, grouped
together in clusters of varying sizes and configurations. The structure and
layout of these clusters can be influenced by the nature of the call centre;
whether it is an in house group dealing with one product range through to
an out sourced operation with dedicated staff groups dealing with the
products and services of many different companies. Regardless of the
workstation configurations, grouping, or size, of your call centre the ADC
KRONE solution has the flexibility to accommodate any changes in layout
from relocating existing clusters to adding entire new ones.
ADC KRONE has designed a cabling systems that allows you to make quick
easy reconfigurations without having to re-cable all the way back to the
floor distributor, ensuring the minimum of disturbance and inconvenience to
your business. So whether your call centre is growing in its staffing
requirements, or needs reconfiguring due to the winning of new clients or
the introduction of new products and services, you have a cabling
infrastructure that will adapt to your changing environment.
PARTNERS WITH YOU FOR THE LONG HAUL
ADC KRONE not only provides you with a call centre solution tailored to your
needs, but will also assist with ongoing expertise throughout every phase of
the project and beyond. ADC KRONE provides a number of services
including design and project management, health checks to identify and
rectify systems problems, planned regular maintenance services, and the
design of programs to handle emergency and disaster situations.
A WARRANTY THAT HAS YOUR FUTURE COVERED

At ADC KRONE we don’t just make idle promises about the performance and
quality of our structured cabling solutions, we issue rock solid warranties,
guaranteeing their performance for up to 20 years. Every ADC KRONE
installation is backed by a product and systems warranty tailored to suit
your call centres specific needs. ADC KRONE in conjunction with one of its’
first class installation partners will guarantee that the installation will
support any call centre, building management, data and voice
communications protocol for the length of the warranty period. That’s right,
up to 20 years! So now you can have complete peace of mind.
BENEFITS THAT PAY
As a call centre manager you need a reliable cost effective cabling solution
that integrates your voice, data, building management, and call centre
applications, and that offers flexibility and maximum functionality. You need
a solution that will expand to meet the demands of future call centre
technologies and that protects your investment for the long haul. The ADC
KRONE structured cabling solution for call centres meets all these criteria.
With such a range of benefits including flexible finance package options, and
a warranty that gives you complete peace of mind, it’s easy to see why a
partnership with ADC KRONE is a partnership that pays.