Just 48 hours after the point of order, G4S cut over some 50 agents from a mix of legacy contact centre technology, with the goal of streamlining call flows, improving service levels and delivering key KPI information to Games management. In addition to handling a range of inbound call streams, the call centre, which will be open until the end of September 2012, is also responsible for a range of blended and outbound calling activity, related to employee management and welfare. Using predictive campaigns, G4S can connect to much larger volumes of its own employee base and other key contact groups, whilst using the same agent pool to also handle overflow inbound traffic during peak periods.
Because of the strategic importance of the Games, G4S has also opted for Optimise, Magnetic North’s cloud recording and quality monitoring solution which was also deployed in the same timeframe, ensuring that every inbound and outbound call is recorded and stored to ensure a premium service.
As with all of its customers, Magnetic North has assigned a dedicated success manager to work with G4S on site, both during the initial build, go live, handholding and ongoing optimisation of the operating contact centre blended campaigns. Using their years of contact centre expertise, G4S has been able to speed up time to market and avoid the pitfalls that many new contact centres otherwise face.
Andrew Jones, Sales Director of Magnetic North comments “This is a great win for both G4S and Magnetic North. Together we have delivered a high quality solution that is able to scale on demand and dynamically to meet the dramatically varying volumes of calls that G4S is receiving, whilst at the same time blending outbound traffic to deliver first class workforce welfare management. We are proud to be supporting both G4S and the London 2012 Olympic games at this time”.