The Challenge:
The client needed a rapid deployment of skilled customer service agents to handle increased call volumes and deliver agreed messaging to customers. The solution had to be implemented within an extremely short timeline while ensuring quality and compliance.
The Solution:
Huntswood deployed 30 front-line telephony agents within five days, enabling the client to manage the influx of calls effectively. We reviewed the client’s FAQs and systems requirements and designed a short training module to ensure agents were equipped to deliver accurate messaging and navigate systems confidently.
Our pragmatic and flexible approach ensured alignment with the client’s urgent timeline. Over the course of our long-standing relationship, this was one of six short-notice, short-term resource deployments delivered to support various customer service requirements.
We also managed decommissioning in line with client requirements, allowing the operation to scale down quickly once call volumes returned to normal.
The Results:
- 30 customer service experts deployed in five days
- Training and competence delivered in short order
- Six short-term deployments delivered over 10 years
- 10 days to stand down resource once volumes decreased