Overview

We were tasked with enhancing the efficiency of a client’s contact center, where multiple systems require  integration and automation. By streamlining workflows and reducing manual processes, we aimed to create a more seamless and efficient operation for both agents and customers.

The Work

We redesign custom contact flow and script to optimize customer experience and improve the result. An automated data flow was implemented, support by smart form interface, enabling agents to log calls in a single step. A channel mix was introduced to enhance customer reach. Resulting in notable improvements in operational performance.

The Approach

• The customizable smart form simplifies data entry in one step, minimizing errors and time for more effective call handling
• Automated data supply from Salesforce to the contact center system, ensuring stability and improved data monitoring.
• Implemented predictive dialers to optimize call handling and boost agent productivity
• WhatsApp integration was used to reach uncontacted customer. This multi-channel approach boosted the chance of interacting with leads who may not respond.