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When missed calls are creating a poor customer experience

Pain Point

Missed calls creating a poor customer experience


  • The client had an existing team of specialists overrun by incoming calls, creating long wait times and missed calls and resulting in a poor customer experience
  • They engaged us to provide additional contact centre support, initially for handling the simplex calls only
  • By gaining an in-depth knowledge of the client’s services we now handle the most complex calls


  • Great degree of complexity in the services offered by the client
  • Apprehension in utilising outsourced services at the customer point of contact


  • We started of with a simple service using FAQ’s and call flows to triage the more difficult issues for escalation to the client
  • We trained our agents to handle the calls as efficiently as possible and used their feedback to help improve the service
  • We created subject matter experts to further assist with the more complex queries
  • We met regularly with the client to ensure our approach stayed aligned with expectations
  • We reported regularly on all calls handled and used this information as the basis for ongoing improvement

The final solution included:

  • We implemented our time-based Help Desk service as a cost effective, flexible and scalable solution
  • We added to this our Client Portal to provide visibility of all call handle activity
  • The client now has the confidence in our capability to refocus their team on other priorities and that they will never miss a call again

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