Customer Case

For a large Belgian telecom provider with approximately 1,500 customer contact employees, we are executing the design and implementation of a new contact centre platform.

How do you efficiently manage an omnichannel routing strategy when – in addition to your own contact centre – you are dealing with 6 external service providers who each do part of the work? How do you allow for different languages, service levels, costs, available personnel, contracts and hours, without losing the overview? And how do you prevent ‘the business’ from having to knock on IT’s door each and every time an adjustment is needed?

So the client's assignment was twofold. Firstly, the implementation of one central omnichannel contact centre platform to guarantee quality and to allow for a more detailed routing strategy. Secondly, a way to make the implementation of changes more efficient.

As an organisation, you cannot escape the complexity of the routing strategy itself. After all, you have to allow for all the factors that play a role in a diverse contact centre. Which backend systems should the platform integrate with? With which parameters do we map the customer and context? What skills do the employees have and to what extent do they play a role in the routing? And above all: what are the main priorities?

With our experts at the helm, this complexity didn’t pose a problem at all. A hyperintelligent routing strategy was built, in which all these elements were incorporated from a to z. Intelligent, but above all very complex.

The next question was therefore: how do you make the routing visually comprehensible for the contact centre managers, so they can adjust where needed? What tools do they need? Is there a way to do this in such a way that the IT team is not constantly burdened with it?

Our engineers are strong in customisations and excel in simplifying complex processes and systems. With this approach, we built a management tool with which the business itself can adjust the routing. By means of a ‘Duplo blocks’-like solution, the complete strategy is mapped 100% visually. Implementing changes is simply a matter of sliding these blocks. Technical skills required? Zero!

The result is a great deal of extra independence for the business. They can now make routing changes themselves, instead of requesting IT to do them time and time again. This in turn naturally reduces the burden on the IT team. They can focus on other activities, which means increased operational efficiency. The business can immediately respond to changes in contact volumes by ‘tweaking the controls’. This contributes to optimal accessibility of the contact centre. A great result for customers as well as employees!