The city of Kolding has Denmark’s 10th largest local government organization, and the city’s many different departments are always busy answering phone inquiries. Every month, they get 20.000-25.000 incoming calls.
Kim Mortensen works as an IT Consultant in the local government’s IT department, and he’s responsible for unified communications, Skype, and Zylinc. We met with Kim at Kolding’s impressive old city hall to learn more about the organization’s Zylinc solution.
“On our Zylinc system, we have just over 80 phone queues with a total of almost 650 active users on them. We also have a smaller number of queues with no agents on them that we primarily use for transferring calls to mobiles,” says Kim.
“The numbers of inquiries that we get on the individual queues vary greatly. Last month, our central switchboard alone got almost 10.000 calls, but other departments, like the Transportation department, the Dental Care department, or the Job Center, also get several thousand calls every month. Last month, the Transportation department got more than 5.000 calls. On top of that, we have a lot of smaller departments that perhaps only get some hundred calls on their queues every month, but in total we handle at least 20.000 calls every month,” Kim elaborates.
The Transportation department is the one that handles transport of, for example, people who are entitled to free transport to and from hospital, or children with special needs who need transport to and from school.
With all those phone queues, there could potentially be a lot of work for the person who manages the solution – that’s Kim. What does he think about that?
“Well, Zylinc’s very easy to work with for an administrator. I’m primarily a visually oriented person, so I think that it’s great that with the Zylinc solution I can make all the configuration in a GUI. Zylinc’s administration portal works really well, with its web interface. It provides a really good overview.”