• Represent client authorities professionally
• Handle calls sensitively
• Capture call history
• Monitor and report service levels

"A bespoke telephone solution, supplied by Admiral Group, helps parking enforcement agency Wing Security manage calls from the drivers of clamped vehicles in a professional manner. Sensitive call handling makes the release process less taxing for the vehicle owner, whilst digital call recording provides corroborative evidence in the event of dispute."

With on-street parking tightly regulated and car parks expensive, some drivers looking for a “free” alternative park on service roads and in housing estates. Wing Security enforce parking rules for clients such as local authorities and housing trusts, who need to maintain access and ensure that parking spaces are available for use by residents.

Wing Security patrol sites and clamp vehicles that are parked contrary to the designated restrictions. A notice which contains release information is placed on the windscreen of the offending vehicle. The notice instructs the driver to call Wing Security and pay a fee (a fi ne which Wing Security collect on behalf of their client) to arrange release.

The enforcement process relies upon meticulous record keeping and effective communication. The enforcement operative logs details of the parking offence into a database so that when the driver calls Wing Security to arrange release, the control offi ce has information to hand and can speak with authority to the driver of the offending vehicle.

“It is vital that calls are managed professionally. To the caller, we are an extension of the local authority.
The new system helps us respond effi ciently.”
Mark Austin, Wing Security

A bespoke telephone solution, supplied by Admiral, takes the heat out of parking enforcement

Issues and Opportunities

• Maintain 24/7 service
• Automate initial response
• Interactive call routing
• Record all calls, including mobile

A digital telephone system, installed by Admiral’s Voice and Data division, meets the need for effective communication. The system, based on the Mitel 5000 Communications Platform (CP) and Mitel Application Suite (MAS), enables Wing Security to respond quickly and professionally to callers, digitally record call content, and track service levels.

Providing a professional response to inbound calls helps to reassure callers who may feel anxious or aggrieved that their vehicle has been clamped. Callers to Wing Security are greeted with a polite automated message which explains, in measured tones, that they have reached the parking enforcement call centre at Wing Security.

Callers are asked to ensure that they have their vehicle registration number to hand, and are informed that the call is being recorded before being asked to choose from one of four routing options. Once they have selected the appropriate option the call is forwarded to an experienced operator, primed and ready to handle the caller’s enquiry.

“All calls are recorded, even those forwarded to mobile numbers. We now have a complete digital record
of all conversations which can be vital in the event of dispute.”
Mark Austin, Wing Security

Admiral’s Solution

• Bespoke telephone solution
• Supply equipment, service and lines
• Automated digital recording system
• Detailed web based reporting
  

A web based reporting system provides essential management data, including for example, call frequency; a measure which has helped Wing Security refine call centre shift patterns. A wide screen display, installed by Admiral in the call centre, feeds off the reporting data to provide a live visual overview of call handling service levels.

Mark Austin, financial director of Wing Security, explained the value of the new telephone system to the business, saying: “It is vital that calls are managed professionally. To the caller, we are an extension of the local authority. The new system helps us respond efficiently. Using management data, we have been able to demonstrate service level improvements to our clients.”

“The initial automated response helps to calm and reassure callers. By selecting a routing option, the caller enables our call centre operative to respond in an appropriate manner to their call. All calls are recorded, even those forwarded to mobile numbers. We now have a complete digital record of all conversations which can be vital in the event of dispute.”

“We spoke to several potential suppliers. Admiral was the only one to offer a bespoke solution that would meet all of our communication needs. They commissioned the system and continue to provide excellent support, remotely accessing the system and changing the set up as required. They even provide our phone lines so that there is just one port of call for any support issue.”