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Case · Autonomous administrative authority · Training and aftercare

Tailored migration with training and aftercare.

An autonomous administrative authority responsible for registering motor vehicles and driving licences had too little functional and technical expertise in telephony administration. Effecta trained new administrators and remained available afterwards.

Client: autonomous administrative authority of the government
Weeklysupport during the aftercare period, followed by regular contact
In-housethe expertise gap filled with the organisation’s own administrators
Administrators around a table in a training session

Situation

Too little expertise to manage the contact centre platform in house.

The authority had too little functional and technical expertise in telephony administration. During an earlier migration to a new platform, Effecta had already trained the telephony administrators. Now new functional and technical administrators were joining for the contact centre platform, and they needed to be brought up to standard.

Approach

Tailored training, followed by weekly aftercare.

Effecta developed tailored training for the new functional and technical administrators of the contact centre platform. The training was followed by an aftercare period with weekly support. After that we stayed in regular contact, so questions did not go unanswered.

Result

Administrators who know their stuff, in house.

The expertise gap has now been filled internally. With Effecta’s guidance, the organisation has a number of knowledgeable administrators in house. That safeguards the organisation’s continuity and reachability.

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