Short Term CampaignsProviding flexible solutions for short-term call traffic peaks to Digital UK
Digital UK is a national information service which operates on behalf of the major UK broadcasters at the request of the Government. Their role is to provide the public with impartial information on what they need to do to prepare for the switch to digital, the biggest change in broadcasting services since the introduction of colour in the 1960s.
In September 2009, Digital UK required support for their existing outsource partner to handle an anticipated increase in call volumes from a nationwide retune for viewers using the digital Freeview platform. Aware of our reputation for providing short-term flexible solutions, their outsource partner recommended Stellar for the project.
Develop a short-term inbound customer care solution to assist customers with retuning their televisions, set top boxes and recorders.
Recruit and train up to 90 advisors capable of providing detailed advice and technical support.
Ensure advisors were aware of different caller demographics, particularly the need to avoid technical language when dealing with older customers.
Stellar implemented an inbound customer care solution that could adapt to fluctuating call volumes on a daily basis.
Advisors were given in-depth training to enable them to provide step-by-step instructions for retuning equipment as well as answering general enquiries.
At the client’s request, Stellar was able to reinstate the service with 20 advisors at only three days notice later in the campaign period.
Within four weeks, Stellar had implemented a fast and flexible inbound customer care service which handled more than 32,000 calls over a seven day campaign.
Staffing levels flexed from 15 to 90 advisors on the day of switchover to handle over 8,000 calls.
Advisors answered 98% of calls within the client’s target time of 20 seconds and had the best average call handling times of the three centres involved in the campaign.
Stellar’s flexibility enabled the service to be reinstated at short notice, and our excellent performance led to further business with the client.
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