When your business is booming and calls are flooding in from people wanting to use your service your current operation suddenly needs to go from a few office workers to a fully working contact centre.
That is exactly what happened to this medium sized business so I was brought in to make the transformation in to a modern communications hub.
This was a massive project which took months to work through and a huge amount of research and planning. It was important to take into account all the needs and requirements of various departments, clients, customers and of course the staff.
By working with their senior management I was able to source a cloud based telephony company that radically changed the way the company engaged with its customers. Not only that, new staff and leaders were required as well as process changes and new training to bring in this new era of change.
This was a great long term project and really helped set them up for the future.