Case Study

Challenge

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.

Solution

Result

• Satisfied the client’s complex time and safety-related needs, enabling them to service millions of citizens during the crisis of the pandemic.
• Delivered the initial solution with real-time and aggregated reports within 72 hours of receiving the “Go” order from the client.
• Provided ongoing reporting operating 24×7 for 18+ months storing data for 12,000,000+ calls and 3,000+ agents (as of February 2022).
• Allowed the client to continuously expand the scope of the reporting and information they were releasing to their citizens.
• Increased citizen service levels by decreasing call wait times and call handle times relative to pre-pandemic levels.