YORK-based Sumec UK has invested in its telecommunications as the business continues to expand at Escrick Business Park.

Sumec UK provides end user warranty support and repair services for garden tools and power tools, supplied by its parent company in China, to retailers in the UK and Ireland, with its after sales team dealing with up to 200 calls a day.

Yorkshire based telecoms specialist NGC Networks has installed a new telephone system which is enabling better management of customer calls as well as delivering important call reporting statistics to help drive the quality of Sumec UK’s service to customers.

Vikki Byrne, finance and administration executive at Sumec UK, based in Clifton Moor, said: "Our call centre operation has expanded over the last year and we needed a new telephone system that could support that and our plans for further expansion.

"The new system enables us to see how many calls we have waiting, how long people may have waited for and the call reporting element allows us to assess our service for quality and training purposes."

Dean Harrop, director at NGC Networks, said: "Sumec UK required a new telephony solution which was fit for purpose – its previous system had become outdated and call quality was poor.

"The new system is delivering on all fronts, enabling the Sumec UK team to handle its considerable volume of calls more efficiently to provide a high quality service to customers."