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Do you work with or manage a University call centre?

21 Sep 2023

We are looking for colleagues that operate University call centres to join a working group to support the procurement of a new system

Call Centre Working Group

The External Calling (Teams Voice)Project is rolling out Teams Voice as a replacement to landline phones in preparation for the changes coming to UK phonelines in 2025. Many of you will have already had your landline phone migrated, or if you do not have a number may have been given a new Teams Voice phone number as part of Phase two, which is due for completion in 2024.

We are soon to launch the next phase in the project, Phase three, which will involve sourcing an application to manage call centres and support its implementation and integration into Teams Voice.

We need colleagues to join a new Call Centre Application Working Group to share ideas and support this phase. The group will:

  • Receive regular communications around the plans and progress for the workstream and review plans for tender, selection and testing.
  • Be involved in the evaluation of the tenders and selection of the supplier or nomination of individuals to represent them.
  • Review planned support resources and guidance or nomination of individuals to do so.
  • Represent call centre managers/supervisors.

Most local call centre requirements will have been captured by the roll out of auto-attendants and call queues (AA/CQs). However, if you are a user of a call centre application whose requirements are not covered by AA/CQs and you would like to join the working group to receive regular updates on progress, we would like to hear from you.

How do I join?

If you would like to join the Call Centre Application Working Group to share your ideas, please contact us at Teams.Voice@manchester.ac.uk by Friday, 13 October.

Membership of the working group is not envisaged to take up a great deal of anyone’s time and we hope to complete the procurement and implementation by late spring 2024.