An extremely well known UK company with a multi site call centre has had such success with marketing that their call centre was unable to cope with demand although evidence in the call centres’ themselves showed that staff were not being overwhelmed by calls.

Customer complaints and BT data told the company that there were problems with very high volumes of failures and both the company and BT had been working for weeks to resolve the problem before Ayudar were asked for assistance.

Using our own software to analyse the information available from BT we quickly established that there were more than sufficient lines available to each of the centres and that there was no blocking in the system however complex call routing plans were delivering calls to the wrong places at the wrong times.

Our analysis of callers and calling patterns, using our own analysis tools also demonstrated that a large part of the problem was due to persistent callers unable to get through on the first attempt hitting the redial button again and again until they were answered. The high numbers of failures seen were actually due to a relatively small number of customers.

Ayudar’s advice to simplify call plans and to add a small number of agents allowed all calls to be answered first time every time and the problem has been resolved to everyone’s satisfaction.

Sample project - Contact Centre design for a County Council