Pain Point
Need contact centre overflow capacity to help handle event driven call spikes
Overview:
- National media organisation client was being overrun with calls resulting in 1000’s of calls being unanswered on a daily basis
- This was creating significant negative feedback from their customer base
- They need an urgent fix as the cause was event triggered with further events planned over coming months
- We started handling calls within 2 days
Challenge:
- implementing a contact centre team to handle ‘000’s of additional calls virtually without notice
- upskilling the team to enable them to provide a good customer experience from day 1
- Ensuring maximum efficiency in a potentially complex call
Solution:
- We implemented a 2-stage call handling process to maximise speed of answer and efficiently handle data entry
- We trained our agents in multiple stages to allow them to come up to speed within the first week
- We struck a strong rapport with the client’s existing contact centre team which enabled quick learning and improvements
The final solution included:
- Customised scripting
- Responsive flexible agent workforce
- Direct data input to the client’s systems to minimise double handling
- The client now never misses any calls
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