Case Study: Aquarius Delivers Important SLAs With Creovai

Founded by Roddy Forfar back in 2009, Aquarius employs a team of 25 agents who handle up to 1,000 customer calls and emails each day across over 250 client campaigns.

Scotland’s first remote-based call centre, Aquarius was an early example of the benefits of remote work in the contact centre space.

The Challenges

Like any contact centre, Aquarius’ agents deal with a high volume of customer queries in the form of calls and emails. Agents work on a variety of campaigns, from housing associations to railway companies and accident repair providers across the UK. As a result, Aquarius has a range of unique requirements:

Aquarius needed to ensure that its remote workforce were able to continue to deliver outstanding results from their own homes.

Re-entering customer data across a variety of systems can dramatically slow down the resolution times Aquarius can offer customers.

While Aquarius’ customer engagement varies, agents often need to escalate or triage different contractors to ensure a successful resolution.

As customers expect more and demands continue to evolve, driving frictionless and timely resolutions is essential to Aquarius.

Solution

With the deployment of Creovai Agent Workflow, Aquarius were able to quickly elevate customer issues and escalate requirements to the right contractor at the right time.

The seamless workflow helped them meet all their critical SLAs and ensure customer data was accurately shared instantly, eliminating the need to enter it multiple times across a number of disparate systems.

“There’s no doubt that Creovai’s technology plays a crucial role in driving a frictionless and timely resolution too much of the support we provide.” – Roddy Forfar, Managing Director, Aquarius.

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This post has been re-published by kind permission of Capacity - view the original article.

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Reviewed by: Robyn Coppell