Who Are PCS?

The Public and Commercial Services Union (PCS) is one of the largest civil service trade unions in the UK, consisting of around 200,000 members.

PCS members are organised throughout the civil service and government agencies and aim to be the voice in every workplace, to improve pay and working lives of their members, throughout the UK and internationally.

With around 180 employees across 9 sites, spanning all the way from Glasgow, London and Cardiff, PCS needed a telephony solution that was centrally unified and centrally administered.

The Challenge

PCS used different suppliers, leading to rising costs which made budget control, management and maintenance of the numerous communication solutions difficult to manage.

There was no visibility of staff calling activity, no record of how many calls are being missed or which staff members were picking up the calls, therefore making managing customer service and staff activity problematic.

PCS wanted to move to a flexible working environment, with more staff working across the multiple locations. Netcomm’s objective was to consolidate all communications elements under one roof to form a unified, future-proof platform to support PCS’s growing activities, thereby streamlining PCS telephony management of the solution and charges.

The Solution

Network Communications Group centralised all inbound numbers so calls could be answered from any location thereby meeting the flexible working requirement. In addition, de-centralising outbound calls so the same numbers can be used at any of the PCS sites so their customers knew who calling & when they called.

Forward planning was key, due to the scale and vast locations spread across the country, all of which was managed via our Project Management Team, then deployed by our fully Accredited Technicians.

iPECS Cloud was installed with up to 235 IP Endpoints across all locations, providing PCS with the future-proof communications platform, that meets the “easily scalable for growth” requirement, and enables PCS to effectively manage all costs from one location.

Staff are also using the very useful Skype for Business bolt-on, which easily integrates with the existing contact lists. This also highlights to all other users, when the user is busy on a Skype Call (presence availability).

Plans for the pipeline – to continue driving PCS’s growing organisation forward, the icall suite, call reporting, analytics and real-time wallboard will give clear visibility of staff call activity through a real-time dashboard that shows total calls, total outbound calls, total answered, missed calls, whilst drilling down to single users.

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