Lifeline Australia
Lifeline Australia is a leading mental health services provider in Australia. It runs 42 contact centers across the country, providing online, digital, and PSTN calls. Lifeline Australia fields an average of 3,000 calls a day.
The Challenge
Before Variphy, Lifeline Australia struggled with getting insight into the challenges of their environment:
- Very slow responses to an incident reported by agents.
- Time-consuming process of building reports for frequent callers, long- and short-duration calls, and error codes.
- Difficulty in generating call distribution reports for a specific time of day or day of the week.
The Variphy Solution
After installing the Variphy trial for a day, they made a decision to purchase it. Variphy solved all their operations challenges, and they took advantage of its other benefits.
Here are only a few examples:
- In a contact center environment, a call is transferred multiple times before it reaches an agent. It takes Variphy less than a minute to track a fault within this call flow, improving operations support responses.
- They can generate faults reports from CDR daily, so they can proactively work on faults and improve contact center users’ experiences.
- Lifeline Australia can provide business owners with frequent callers, long- or short-duration calls, and trends on a daily or weekly basis, helping business owners make rapid decisions to business challenges.
“Variphy saves us a lot of time and effort when it comes to generating reports. We fully recommend Variphy — it is an amazing tool, and we simply love it.”
The Impact
With Variphy, Lifeline Australia can schedule or build ad hoc reports to identify issues and act quickly. They developed many useful templates based on their business needs: rapid responses for reports required by different business owners and IT operational support.