First Class Comms steps up customer services with advanced telecoms and analytics

First Class Comms steps up customer services

with advanced telecoms and analytics

First Class Comms has enhanced the communications infrastructure it delivers to its customers by integrating Tollring’s powerful Call Analytics. This enables its customers to further optimise call handling, maintain exceptional customer service, and ensure smooth operations.

First Class Comms is a trusted reseller of telecom services, with over 12 years’ experience in delivering advanced and future-proofed phone systems and services to fast growing businesses. The owner-managed business and team of seven professionals supports over 300 clients across the UK and globally. Their impressive roster of customers includes Turtle Bay Restaurants, The Scout Association, Bristol Airport, Boston Tea Party, The Grand Appeal, the Great Western Air Ambulance charity, and MD Group.

The importance of analytics

Utilising the very latest feature-rich telephony, broadband and mobile technology, First Class Comms has put improving customer services at the core of its offerings.

Mark Burland, director and founder of First Class Comms says,

“The way a business communicates with customers can make or break its service levels. Call analytics goes beyond just tracking calls – it reveals hidden inefficiencies, helps optimise staffing, and ensures every enquiry gets the attention it deserves. With the right insights, businesses can eliminate bottlenecks, train staff more effectively, and improve customer satisfaction.”

First Class Comms has been working with Tollring for nearly nine years, utilising its cloud-based Call Analytics to deliver added value alongside telecoms services.

We have around 20 customers who rely on Tollring’s call analytics. One example is a client with multiple call centres across the southwest of the UK. They wanted to enhance their customer service and needed the metrics and wallboards to show the real-time number of callers on-hold as well as any missed calls. Tollring’s solution enabled them to improve customer service levels, track the performance of each call centre, and ensure targets were met.

Why Tollring?

Mark adds, “The Tollring account team is very supportive, providing hands-on assistance to ensure we always maximise the platform’s capabilities. Their responsiveness and willingness to listen and adapt to our needs has resulted in a highly effective partnership.

“Most importantly, the Call Analytics solution is extremely powerful. We can give our clients detailed insights on every customer interaction, from live call data through to in-depth reporting. Our team has developed an in-depth understanding of the solution, enabling us to integrate it seamlessly into our clients’ operations. In addition, we often include Tollring’s experts in our customer discussions to ensure that we achieve the full benefits from the solution’s latest features.”

Traditionally, Mark and his team have implemented Tollring’s Call Analytics in call centre environments. More recently, they have delivered its services to a UK-wide chain of restaurants, where Tollring’s Call Analytics helps to minimise missed calls and optimise their customer services.