Implementing Microsoft Teams Direct Routing has helped Calderdale College to optimise its communications, enabling staff to simplify workflows and work more efficiently, leading to an increase in productivity since moving to all-IP. With less pushback than the college anticipated, the staff felt that the solution worked well and complemented Microsoft Teams in a way that made communication feel effortless.
The transition to using Teams Direct Routing as their primary phone system, as opposed to traditional landlines, was simpler thanks to the staff’s existing experience with using Teams.
Since implementation, the uptake within the college has been entirely positive, with several staff members eager to learn more about what Direct Routing can do for them. The college’s IT team continues to educate their colleagues, showing them how simple it is to make the most of its features and how to unlock its full potential, such as auto attendants and call queues.
Initially, handsets were provided to staff who were uncertain about the change, however they haven’t been used. The ability to take calls from their computer, rather than separate hardware in more central and busy locations, means that staff have the freedom and flexibility to take and make calls wherever works best for them.
In one example, a member of staff who teaches and works in quality found that after finishing with her class she could take advantage of the quiet room to make the calls from her desk, and then complete her work without having to change locations or disrupt her flow.
Working with BT Local Business, the college benefitted from applying intelligence into their call routing, offering staff a more tailored experience. For example, they were able to assign numbers to different departments and staff room across their sites. This helped callers reach the right department or person quicker, avoiding previous issues like accidental call redirections.
Overall, we were able to expand on our positive relationship with the college, ready to provide support with any queries following implementation. The college had such a strongly positive experience with BT that, without our request, they sent us a heartfelt thank you message afterwards, saying they didn’t think it could have gone any better.
Moving forward, we’ll work with Calderdale College to add more users to the solution and continue with their contract for mobile devices, providing the same excellent service for years to come.
