Government Contact Center 1545

About the project

1. Challenge

   The contact center at the Cabinet of Ministers of Ukraine needed a reliable partner to process a large volume of appeals, provide assistance and consultations to people who found themselves in a difficult life situation during hostilities.

2. Key requirements
   • Launch of the project in a record time for the industry.
   • Operational training and retraining of agents.
   • The technical side of the project is reliably established.
   • Providing 24/7 support
   • Achieving performance targets
3. Solution

   Simply Contact quickly launched the project in 1 day, strictly following all the client's requirements, and as a result, more than 215,000 contacts were processed. As a result, hundreds of thousands of people received prompt assistance and counseling at a difficult time for them.

4. Tasks we fulfill
   • Operational launch of the project
   • Selection of an experienced support team to ensure the quality of work and control the line 24/7.
   • Successful entry of agents into the line after training within a limited time frame.
   • Processing of appeals in two languages: in English and Ukrainian.
   • The necessary IT infrastructure, monitoring and analytics processes are clearly organized.
   • Achieving project goals, compliance with customer service quality rules.