BPO
Steadying omnichannel support through outage-driven contact spikes
A Scottish telecommunications provider saw contact volumes spike whenever a mast or line went down. An outsourced omnichannel team absorbed the spikes and kept answers consistent across voice, chat and social.
Results at a glance
- -73%
- Speed to answer
- +21 pts
- First-contact resolution
- -44%
- Repeat contacts
- +16 pts
- CSAT during outages
4.2 to 1.1 min
same fault
The challenge
A single regional outage could send inbound contacts up fivefold within an hour, across phone, live chat and social channels at the same time. The in-house team could not turn on capacity fast enough.
Customers were getting different answers on different channels, and repeat contacts were climbing because the first response often did not resolve the issue. Trust was slipping just when it mattered most.
Pain points
- Contact volume up fivefold during outages
- Average speed to answer over four minutes at peak
- Inconsistent status messages across channels
- High repeat-contact rate on the same fault
Our approach
- Stood up an omnichannel team covering voice, chat and social from one knowledge base
- Wired the team into the network status feed so agents give the same live outage message everywhere
- Built a surge protocol that flexes staffing the moment a fault is confirmed
- Processed all subscriber data under UK GDPR and the Data Protection Act 2018
Results at a glance
The results
- Average speed to answer dropped from over four minutes to just above one at peak.
- Customers got the same outage status whether they called, messaged or posted.
- Repeat contacts on the same fault fell sharply as first responses started resolving issues.
When a line goes down we no longer scramble. The team is on the status feed, capacity flexes in minutes and every channel says the same thing.
Common questions
The team works from one knowledge base wired into your network status feed, so voice, chat and social all give the same live message as a fault is confirmed and cleared.
These are representative engagements. Client identities are anonymised and the metrics are illustrative of the type of results this work delivers, not audited figures for a named client.
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