Order confirmation goes right after order placement. A client should confirm the data: address, price, and delivery time. Such calls consisted of 40% of all calls at our contact center.
The amount of orders grew before holidays, so we had to calculate maximum demand periods and reschedule agents’ timetables accordingly.
In December 2014, we embedded automatic calls. We didn’t have to hire extra staff because of the demand rush before the New Year holidays. We can grow 10, 20, 30 times bigger and be sure that this process will be still operating well. Thanks to our cooperation with Voximplant, we will continue working as we used to. This is essential.