Bad weather conditions can not only be annoying but can be alarming too, as citizens of Oxford found to their dismay, when persistent rainfall led to a rise in the rivers. Of course the city council rushed into action and continued to give updates at regular intervals while maintaining contact with the public rescue agencies.
Oxford City Council’s contact centers though overwhelmed with calls on how to tackle the flood situation, didn’t buckle under the surge in call volumes, thanks to Netcall’s (News - Alert) Contact Center 59R solution, which was implemented in December 2013.
The Netcall Contact Center 59R solution is an integrated call handling system that optimizes calls to and from customers, and provides management information at the click of a button. During emergencies, it can record messages and keep callers updated about the current situation.
“Available as part of our Liberty platform, the Netcall solutions have been designed to empower users to adapt to ever-changing customer demands,” said Mark Holmes, sales director, Netcall. Also, when there is a spike in calls, they are routed to the best person by the automated call distribution solution. This way the contact centers acts as an effective first point of contact. In this case, when callers asked for the latest information about the flood situation, they were given timely responses and advice in addition to pre-recorded status updates.
Because of the contact center’s ability to provide updates and information whenever customers called, the calls dwindled to manageable proportions. The Oxford City Council was also able to maximize resources during a busy time. This would not have been possible, but for Netcall’s Contact Center 59R solution.
“The recent flooding in Oxford has caused disruption across the city, resulting in high levels of calls into our contact center. Being able to provide status updates for callers has enabled us to react to changing situations very quickly and maintain a manageable level of incoming enquiries,” said Stephanie Barnard, customer contact manager, Oxford City Council.
Like the other products in the Netcall suite that provide compelling solutions and help organizations meet the growing demands of their customers and prospects, Contact Center 59R’s scalable and flexible solution is ideal in situations that require agencies to keep the public at large informed.