Case Study: Hand Picked Hotels achieves improved customer service and call handling with Mitel IP Contact Center

Hand Picked Hotels Step Up Customer Service With Mitel IP Solution

Hand Picked Hotels is a privately owned group of 17 country house hotels across the UK and Channel Islands. After an £80m refurbishment to raise service standards, the group needed modern, reliable communications to overcome patchy rural broadband and legacy telephony that caused dropped and missed calls, limited visibility of call volumes and no integration with reservations or back‑office systems.

They implemented a phased Mitel IP rollout using the Mitel 3300 IP Communications Platform and a Mitel Contact Center, creating a 15‑agent Central Reservations Office with skill‑based routing, presence monitoring, queue messaging and integration with voicemail, wake‑up and reporting systems. The new solution reduced missed calls, improved call handling and agent productivity, enabled forecasting for peak periods, and centralized reporting and back‑office integration — delivering a clear uplift in customer service and operational control.

Hand Picked Hotels

Ailsa Hart

Contact Centre Manager