Case Study: Scalability and Flexibility in the Contact Centre During Peak Periods

An organisation was looking to address the high costs and complexities of managing skilled contact centre resources during demand surges. The Knowledge Group (tkg) reviewed their resourcing and service delivery plans and the aim was to enable them to enhance their capacity, improve capabilities and reduce recruitment risks using a subcontracted delivery model. 

An eco-system or network of qualified and accredited contact centre suppliers was built across the UK, EU and South Africa. An end-to-end service was provided, including the review of the current resourcing plans, through to the design, set-up and service implementation of the solution, and then managing the ongoing operational service assurance of the subcontracted contact centre suppliers.

This solution was successful in initially supporting the client during periods of demand, which then moved into an ongoing partnership of an all-year-round supply of talent and a more flexible service delivery model. The client was able to reduce complexity, gain greater control, build scalability and maximise cost savings.

Read more about tkg’s eco-system solutions below.