Pain Point
Need an on demand inbound contact centre to handle customer queries about data breach events
Overview:
- The client needed a highly responsive outsourced contact centre partner to help handle data breach events
- They engaged us to provide multiple global freecall numbers that could be used in an email campaign, the incoming calls for which would be handled by a contact centre
- What initially started as one service has now been developed into an ongoing rapid-response templated approach
Challenge:
- The client needed a same day solution to complement an already constructed communications stratgey
- The client did not know call volumes or call flows
- The client needed freecall numbers within days
Solution:
- We immediately sourced a local 1800 and setup a scripting template with basic live answer messaging ready to take calls by the end of the day
- Then we sourced international freecall numbers and worked with client to develop the script to reflect the specific event
- We terminated all numbers to the same script, enabling a simple approach for our Agents to handle all calls
The final solution included:
- Our usage based Help Desk and Support Service and 1800 and 0800 freecall services
- Business Intro to advise callers that their call would be recorded unless they opted out
- Our Client Portal to provide readily accessible call data for analysis and quality assurance, which they then use for informing their customer
- Our ability to respond quickly and provide a totally flexible contact centre solution has given the client the confidence to utilize our services time and again as and when a crisis occurs
If you’d like to know more about our bespoke Help Desk and local and international freecall inbound services services,