The contact center having agents in multiple locations had a requirement to close the calls routing to a location in case of any emergency. A solution was suggested to automate the task with minimal effort.
About the client
A high-speed train service provider, the client connects the United Kingdom to other parts of Europe. The client was the official train carrier for the 2012 London Olympics and links over 100 destinations across Europe.
In case of any emergency, calls routed to one of the contact center locations need to be closed for some time. The manual implementation of closing and opening the lines was time-consuming and more prone to human error.
Coforge proposed a solution to automate this task. The contact center supervisor can dial a number from anywhere and enter a 6-digit passcode to activate or deactivate the fire alarm for any location
Delivering More Value
- Time Savings: The automation saved time for the supervisor and removed the dependency of the backend support team to make the changes.
- Fault-Tolerant:The process minimized human intervention, which automatically eliminated human error through out the process.