Telephony
Customer service that triples in peak season and must be reachable in three languages. A cloud contact centre with smart routing, callback requests and real-time dashboards.
This project is anonymised: the approach and scale are representative, we do not name the client.
In November and December customers waited twenty minutes, temporary staff worked from home and team leads had no visibility of queues. Customers with a pending order had to reach the right, language-capable agent without repeating their story.
Cloud contact centre with routing by language and skill, caller number recognition so the order opens directly in the customer system, a callback option that keeps the place in the queue, home-working agents via browser and headset, and real-time wallboards and reports for team leads. Call recording with consent notice for quality assurance and an integration with the shop for order status in the call menu.
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