Delta Taxis – Case Study

Delta Taxis

Delta Taxis in Liverpool was growing fast. Their low cost private hire service had seen telephone bookings increase from 4.5 Million in 2005 to 5.4 Million in 2006 and 6.3 Million in 2007. In order to keep up with their expansion they required new, larger premises to house additional staff and facilities.

In June 2008 Europe’s busiest private hire taxi company approached Firstcom looking for a high-availability SIP trunk for their contact centre. 12 months later, this video shows what they have to say about working with Firstcom.

After three years designing and constructing a bespoke, £3million Control Centre their first key challenge became apparent – how to transfer the entire operation across town without loss of service. Delta drivers are licensed for pre-bookings only, so any down-time in telephone service means a halt to their entire operation.

The second challenge was also evident – how to retain the same telephone number despite a change of area code. Abandoning the number was unthinkable, it had been their lifeline for 40 years. Emblazoned on over 1,400 taxis, pre-stored in mobile phone and hotel speed dials, the company telephone number had been memorised by three generations of local residents.

Innovative but complex VoIP solution

The sheer volume of work made a call-forwarding solution too costly, so being true business innovators Delta opted to seek a VoIP solution that would meet their stringent demands. The VoIP option had a lot of appeal – simple portability of the current phone number, no physical ISDN line installation, low operating and through life costs, and unlimited scalability.

However, this could be no simple “one-stop shop” solution for Delta. The VoIP had to integrate seamlessly with Delta’s many other diverse suppliers (Avaya, Cisco, HP, CabCall, Sigtec and Capstone) in order to complete the incredibly complex process of modern-day book and dispatch.

Dynamic leadership from Firstcom

Paul McLaughlin of Delta Taxis picks up the story: “Management of this technically complex project was out of our league and we needed someone with the knowledge and dedication to drive it through. We entrusted this to Adam Crisp, MD of Firstcom, who addressed the challenge with extreme competence and took the whole project in hand. Adam worked closely with all the project partners to resolve each of the issues during implementation, resulting in the move going perfectly.”

“Since then there have been shakedown issues, but Firstcom always respond immediately. They are very fast troubleshooters – the 15-minute fix is typical – and they are now essential to the support of our enterprise. Firstcom is a valued partner and I would strongly recommend them to any company considering a similarly ambitious VoIP installation.”

About Delta Taxis

Delta’s call centre is the busiest taxi dispatch operation in Europe, currently taking 7.2 million bookings annually over its 150 VoIP lines.

Forty percent are processed automatically by CabCall’s interactive voice response system with the remaining sixty percent filtering across to the call centre, which maintains an average response time of less than 2 seconds despite peak call rates of over 10 calls per second.

Following Delta’s relocation and with capacity to process bookings no longer limited by IT systems, the VoIP solution has become integral in keeping the European Capital of Culture on the move.

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