During the Covid lock downs did you have the same problem a lot of people experienced, endless waiting on the telephone trying to speak to a customer service agents. We have some statistics about how wait times rocketed but won’t bore you with them right now, but they were not good. In a lot of cases it wasn’t just wait time but the ability to even connect. A lot of organisations had to scale back operations meaning they did not have the capacity to fulfil demand. If was common place to wait more than an hour to get connected to a lot of large organisations and in some case you had to dial 15 or 16 time to even get in the queue.
In order to solve this problem we undertook a project for our client to build a system where the users could dial a number which would then register a request for a call back to a specific organisation. Our call centre then calls the organisation and we wait on the phone, when we are connected to an operative we then bridge the call to the user and reconnect the two parties. In this way the user can go about daily business, without having to wait on the phone, just answer it when it rings.
For this project we built and supplied the system for handling the calls integrated to the telecommunications providers, also built a web landing page system that allowed the client to quickly build landing pages for companies they offered the call-back to and finally we undertook the marketing on behalf of the client running google ads to advertise the call back service to the end users.
We had to work closely with the client as the area is highly regulated and we had to understand the regulatory requirements of the project to ensure the system met these regulations. The service was also multilingual as the client operated in a number of territories including Spain. We co-ordinated the various technical aspects including website design, Call Centre integration, telephony integration, launch and on-going development.