Case Study: BBC Studios achieves smooth, professional call handling and rapid queue deployment with Netcall (Liberty Converse)

ACD enables smooth, professional call handling, ensuring that external callers are transferred to the right department with minimum effort

BBC Studios, the commercial arm of the BBC that sells programmes and formats for 200+ UK independent producers, needed a way to add and configure contact queues quickly so calls for events, subscriptions and enquiries always reached the right department. They were already using an earlier Netcall ACD but found amending call flows time-consuming, so they required a more agile, centralised solution to ensure smooth, professional handling across new business areas.

Netcall implemented its Liberty Converse omnichannel contact centre and provided staff training, enabling new queues and skill groups to be deployed virtually in real time once workflows are defined. As a result, BBC Studios’ Infrastructure Communications Team can configure multiple ACDs quickly for ticketing, events and enquiries, delivering consistent, professional call experiences, faster deployment and greater confidence that client requirements can be met.

BBC Studios

Martin Oliver

Infrastructure Communications Team Leader