Government Contact Center 1545
About the project
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.
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.
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.
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.
Results
Thanks to its many years of experience, Simply Contact was able to form a team of professionals and set up the work process from scratch in record time. Such an emergency launch and difficult conditions became an irreplaceable experience for the company and definitely contributed to our joint Victory. The goal was not to rush agents but to remove structural friction: unclear knowledge bases, inconsistent escalation paths, and scripts that didn't match the actual flow of customer conversations.
to launch the project
agents on the line
service
processed calls per day
Olena Marushchak — Quote
Simply Contact provided us with outstanding support and rapid execution in launching our contact center project within a single day. Their capability to efficiently manage over 2,000 inquiries each day has been crucial in delivering prompt assistance and information to our citizens in times of need. The professionalism and swift adaptability of the Simply Contact team have been key factors in the success of our government helpline.
