Client: Birmingham Metropolitan College
Industry: Education
Objective: To modernise student and staff support with a scalable, AI-powered contact centre integrated with Microsoft Teams, improving efficiency, service experience, and data-driven management.
Background
Birmingham Metropolitan College, a prominent institution in the public sector education space, employs around 800 staff across four sites in Birmingham. The college’s contact centre faced significant challenges managing a high volume of incoming calls from students and staff, leading to inefficiencies and delays in service. Having outgrown its existing communications platform, the college sought a modern, scalable solution to enhance productivity, flexibility and improve the overall experience for both staff and students.
The Solution
ARO proposed and implemented the Talkdesk Contact Centre platform, which integrated seamlessly with Microsoft Teams to serve the college’s circa 800 Teams users, including 5 dedicated contact centre seats which flexibly expands to 15 during peak seasons. The solution incorporated advanced AI and analytics tools to optimise call flows, provide insightful reporting, and empower contact centre managers with data-driven oversight. This forward-thinking platform was selected for its ability to meet all the college’s requirements and deliver a future-ready communication infrastructure.
Implementation
ARO executed a smooth and rapid deployment of the new contact centre system. Key to the implementation was the integration of AI-powered features to handle peak call volumes, including the introduction of FAQs and automated call routing. This approach relieved pressure on staff and ensured callers received timely and accurate assistance. The enhanced analytics and reporting capabilities enabled managers to monitor staffing levels effectively and respond dynamically to demand.
Impact
Since adoption, Birmingham Metropolitan College has seen a significant increase in productivity within their contact centre operations. Staff and students benefit from a markedly improved service experience, with reduced wait times and more efficient query resolution. The AI-driven call management and comprehensive reporting have equipped the college with tools to better manage resources and optimise customer interactions.
“Rolling out Talkdesk and Teams telephony has been a transformative step for our contact centre and the wider college community. From day one, the teams at ARO and Talkdesk were incredibly easy to work with — responsive, knowledgeable, and genuinely collaborative throughout the entire project.
Talkdesk gives us the agility to adapt quickly to evolving business needs. Our agents love the intuitive interface, which has made navigating the system smoother and more efficient, boosting both confidence and productivity.
The platform has also made it easier to monitor call quality and track agent performance, giving us real-time insights that help us continuously raise the bar on service delivery.
A real highlight has been the powerful knowledge management and AI tools. These have empowered students to self-serve with instant access to accurate information, dramatically reducing wait times and elevating the overall student experience.”
Conclusion
Birmingham Metropolitan College’s collaboration with ARO illustrates how innovative technology, when paired with expert implementation, can transform public sector education communications. The Talkdesk solution not only resolved the immediate challenges of call volume management but also positioned the college for ongoing improvements in service delivery, supporting both staff and students more effectively. ARO’s tailored approach and ongoing support continue to ensure the college maximises the value of its contact centre investment.
