Major U.S. City
The client had an urgent need for call center reporting and analytics capabilities, in near real-time, due to COVID-19 shutdowns of brick-and-mortar facilities across multiple city agencies responsible for servicing millions of citizens. Vistrada was engaged to build a scalable solution to support the activity of thousands of virtual agents handling more than 12,00,000 calls, in an aggressive timeframe.
Vistrada’s initial solution provided real-time and aggregated reports within 72 hours of the start of the program. Over time, we enabled 24×7 reporting on an ongoing basis for 18+ months, supporting data created by 3,000+ virtual, work-at-home agents handling 12,000,000+ interactions with local citizens. Service levels improved due to decreased call wait and call handle times relative to pre-pandemic levels.
Client had an urgent need for call center reporting and analytics, in near real-time, due to the COVID-19 shutdowns across the brick-and-mortar facilities responsible for servicing millions of citizen requests. They needed to create and optimize the operational responsiveness of a new virtual call center servicing multiple governmental agencies. The scale of the response effort required analytics to be performed on the call center activity of thousands of agents and hundreds of thousands of calls within days of the start of the program. Mission critical reporting had to be provided to multiple stakeholders. Data was available via custom APIs but was not in a readily consumable data warehouse format. In addition, no infrastructure for data collection, data storage or analytics/reporting existed, but the client demanded a rapid time to market to meet citizens’ needs.