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Help Desk, Client Portal, BI Reporting

Pain Point

Unable to handle complex 3-way call handling after hours

Overview:

  • The client had an existing team of specialists with business hour capability
  • The client had secured a new contract that required services across a 24/7 timeframe
  • They engaged us to provide after hour capacity and capability with overflow during business hours
  • By gaining an in-depth knowledge of the client’s services we now handle overflow calls during business hours, and all after hours calls

Challenge:

  • The client required a solution in line with the commencement of the new contract
  • The scope required some enhancement of our existing capability and functionality of software
  • The Client required the solution to have no negative impact to their brand and client experience

Solution:

  • We engaged with our dev team to review enhanced capability across 3-way call handling
  • We deployed the solution and commenced a training program to get our team up to speed
  • We tested the solution and were ready to commence services well prior to the go live date
  • 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, inclusive of access to audio recordings of calls handled
  • We built a custom Business Intelligence (BI) dashboard that showed call patterns, call types and resolution status

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