Situation
No in-house management expertise, but a pandemic and an annual peak.
The insurer runs a telephony environment with a contact centre, but does not have the expertise for day-to-day management in house. In the spring of 2020, covid-19 meant staff had to start working from home overnight. And at the end of every year comes the switching-season peak.
Approach
On-site management, standby cover and home workstations arranged in time.
For years, Effecta has provided day-to-day on-site management and standby cover by telephony specialists. We also take care of communication with suppliers, updates and upgrades. In the spring of 2020 we arranged the handsets and programming for working from home, and during the annual peak we give the contact centre extra support.
Result
The call centre keeps running and customers give an average score of 8 or higher.
The continuity of the telephony environment is safeguarded, and with it the organisation’s reachability. Staff can work well from home and the call centre keeps running. You can see that in customer satisfaction, which averages above 8.