Contact 121 Contact Centre — A Case Studies by Weblogics

Contact 121
Aug 22, 2017 · 4 min read

Contact 121 provide outsource contact centre services and business process management companies throughout Australia and globally.

With more than 6 years experience in the industry, Contact121 design and refine call centre solutions that generate a measurable value for clients.

When Contact 121 won the contract to process a frequent flyer program for a major European client in 2006, they faced the daunting challenge of managing the very large quantities of communication they would receive, capturing and managing each individual piece according to ‘type’, language and the Service Level Agreement (SLA) attached to it.

The problem

Client Campaign automation & document management. With customer correspondence arriving daily from throughout the Asia Pacific region, Contact 121 needed to capture all physical records and electronic information for the life of the campaign.

As Contact 121’s Managing Director Joe Tawfik explains, “Ordinary mail makes up the majority of all customer communication in the campaign. On any one-day we would receive upward of 300 ‘snail mail’ enquiries” in the Sydney office alone. This meant that agents would have bags and bags of mail they needed to sort through. These enquiries would then need to somehow be converted into an electronic format so as to efficiently respond to all customer requests within their designated SLA’s.

As well as paper mail, agents have to process the hundreds of electronic queries arriving daily. To cater to various time zones, agents must process all email, telex and fax requests within a 12-hour period each day. With a combined document and workflow management system, Contact121 knew it would need to manage the enormous volume of customer enquiries more efficiently and cost effectively.

Contact 121`

Sorting via enquiry type. The campaign depends on sorting communication quickly and accurately, according to particular enquiry ‘types’. Contact 121 needed a system that would automatically capture, categorize, store and manage customer communication according to these pre-determined enquiry ‘types’. As Mr Tawfik explains, “What was challenging was finding a solution which could assist in dealing with the various types of customer communication, specifically the non-phone based customer enquiries like mail, fax, telex, email etc. We needed to make sure that all this information could be effectively captured and stored in one central repository, making it easily accessible to the agents responsible”.

Multi-lingual capacity. The contract required that all communication be undertaken in 5 different languages: Japanese, Korean, Thai, French and English. For this reason, Contact 121 also needed a solution with multi-lingual capabilities and one that could cater to challenge posed when dealing with foreign language characters.

Meeting SLA agreements. In their role as a Business Process Outsourcer, Contact 121 is bound to Service Level Agreements (SLAs) with their customers. This meant the system had to be capable of processing customer enquiry types within agreed service level commitments, regardless of when the enquiry came in, or whether it originated as paper or email.

Often we may have an enquiry which will come in that has an SLA of 24hrs. Rather than being lost in the queue, we required a system that was flexible enough so that we could order it according to the SLA. For example, with the majority of our communication still coming in as ‘snail mail’ the likelihood of it arriving before electronic correspondence is doubtful. However it may have an urgent SLA and we need to ensure that that SLA is met”, said Mr Tawfik.

The benefits

Managing multiple enquiry types. Intralogic is a comprehensive and flexible solution that has enabled Contact 121 to manage the growing number of electronic and paper records received in the frequent flyer campaign. With correspondence arriving 24/7 from all over the Asia pacific region, from a variety of time zones, in a multitude of languages, Intralogic is the solution to an effective and cost efficient management of all communication.

Standardised business processes. With the implementation of Intralogic multi-step workflow, Contact 121 has been able to create and automate their unique business processes according to their client’s specific requirements. Contact 121 is currently in the process of implementing workflow automation to more effectively manage internal processes as well as in the BPO of their other clients.

Achieving SLA’s. Intralogic’s workflow management system automatically escalates customer enquiries based on predetermined rules, ensuring that all enquiries are handled according to their Service Level Agreement with the client.

Higher productivity. As a result of Intralogic’s document and workflow management capabilities, Contact 121 has achieved a greater utilisation of staff and increased productivity compared with their earlier work output.

In a call centre environment, especially in in-bound, the agents are not necessarily processing calls all the time. So when they are sitting idle it is either dead time or you can utilise this time by doing other work. With Intralogic, we are able to utilise the time by processing offline customer enquiries. Intralogic allows the agents to handle customer interactions via phone or snail mail without physically leaving their workstation”, said Mr Tawfik.

Reduced Costs. Intralogic’s automatic notification and escalation system eliminates duplicated effort and consequently reduces the costs arising from simple, avoidable errors.

Scalable solution. As Contact121 continues to grow, so too will Intralogic’s capacity to deliver an effective management system. Together they are committed to achieve optimum results for both Contact 121 and its clients.

See the complete d

etails of the case studies here: http://weblogics.com.au/case-studies/contact-1-2-1

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Contact 121

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