When you need to set up an urgent hotline

Overview:

• The client needed a new inbound number for a new initiative they had to launch amongst their business network.
• This number would attract new call types that needed also to be handled by an external team
• They engaged us to provide a 1800 and contact centre service to handle the calls

Challenge:

• Call volumes were unknown, and the client needed to mitigate the risk of overloading current resourcing

Solution:

• We worked with the client to ensure we had a proper understanding of the call handling process
• We sourced a 1800 for the client to advertise
• The client was able to send out their advices within the time required and stand up our contact centre solution in parallel.

The final solution included:

• We implemented our TMC Connect 1800 Service for advertising.
• We implemented our Help Desk and Support Service as the contact centre solution customising it to the clients exacting requirements
• This incorporated a triaging whereby we transferred critical calls to a predefined staff contact list
• The client experienced their desired campaign outcome

If you’d like to know more about our bespoke 1800 and Help Desk and Support services,

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