Pain Point
Our client was looking for business hour overflow as well expand its own capabilities to 24/7
Overview:
- Our client needed assistance with fluctuating business hour call volumes
- They were also asked to extend their operating hours to 24/7 by their own client
- Callers were generally after assistance in relation to mental healthcare concerns
- The requirements included triage with hand over to on call specialists if needed
- The solution needed to include communication via telephone, email and SMS
Challenge:
- Build a knowledge base within our contact centre with easy to use scripting
- Develop a scripting platform that guided our representatives through each call
- The solution required an empathetic team, so choice of agents was paramount
- The client requested full visibility across all phone interactions to ensure quality standards
- The solution needed to be robust against privacy of data given the nature of the service
Solution:
- We implemented a comprehensive script including FAQ’s tool to ensure proper handle of calls
- We centralised the call handling to a smaller team that met the stringent behavioural requirements
- We built full suite of custom reporting tools that met all their requirements
The final solution included:
- Implementation of our Help Desk and Support Service to manage all calls
- The client now has an efficient use of our services during business hours via overflow
- Our client now has 24/7 capability without needing to add resources to their operations
- We added to this our Client Portal to provide visibility of all data capture activity
- We built a custom Business Intelligence (BI) dashboard that showed all activities
If you’d like to know more about our bespoke Outbound Campaign Management services,