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
If you’d like to know more about our bespoke Outbound Campaign Management services,