Case Study: Circle BMW achieves consistent, accurate customer service with Mitel MiContact Center Quality Management

Circle BMW - Customer Case Study

Circle BMW, a high‑volume BMW dealership in Eatontown, NJ with 100+ staff and a four‑person contact center handling 500+ calls a day, needed a more robust call recording solution after its subscription provider no longer supported the service levels required for accurate, consistent customer interactions. With high call volume and a service-driven business, integration, reliability and precise information delivery were key concerns.

Recommended by ATC Voice/Data, Circle BMW implemented MiContact Center Quality Management from Mitel, which automatically records, stores and organizes calls and provides monitoring, playback, evaluation and reporting tools. The solution improved customer service and quality control, expanded training using real calls, increased information accuracy and integrated seamlessly with the dealership’s existing phone system and ACD.

Circle BMW

Dave Reinhold

Network Administrator