ResQ and Noetica have enjoyed a long and successful partnership, working together to achieve some significant technological milestones in the UK contact centre industry.
As part of its ‘Why not Zero’ campaign, ResQ invented and pioneered the solution (using Noetica’s SmartBoundTM) to dial predictively at scale and not abandon a single call. ResQ takes pride in being technologically ahead of the game, and again working with Noetica, it was one of the first to fully embrace the opportunities of the cloud. In doing so it laid the perfect foundations for the company to respond to the operational challenges presented by the COVID-19 pandemic, enabling over 1500 staff from its two contact centres to work from home in just 10 days.
The third-largest private employer in Hull, with operations in the city centre and Seaham, ResQ approached Noetica to deliver a solution that would enable the company to rapidly scale up its number of agents, in response to forecasted growth and seasonal peaks in call volumes. The solution was the Noetica’s SynthesysTM productivity suite with Human Process Automation (HPA), fully integrated with the versatile Noetica Voice Platform (NVPTM). The solution was deployed in a private cloud via Microsoft Azure, to provide ResQ with the optimal balance of control and flexibility.
HPA is the next evolutionary step in call scripting technology. It guides agents through complex interactions and transactions in the most efficient and productive way, in accordance with the organisation’s best practice, and in adherence to any regulatory compliance requirements. In doing so it enables contact centres such as ResQ to quickly deploy new agents and redeploy existing ones to new activities at short notice, without lengthy training periods and maintaining KPIs, such as first call resolution and average handle time.
Managing Director of Noetica, Steven Brooks explains: “When you combine SynthesysTM and the NVPTM it provides the agility to scale your contact centre operations, whilst ensuring you maintain the quality of customer interactions. By hosting the solution in either a public or private cloud it also enables you to give agents access to the same desktop interface they use to manage calls in the contact centre from home.”
This capability proved vital in ResQ’s rapid response to the COVID-19 pandemic, enabling agents to continue to work from the safety of their homes, whilst providing essential uninterrupted service to its clients. Chief Technical Officer at ResQ, Giles Cook, comments: "Our primary motivation for enabling homeworking was to protect the health and livelihoods of our remarkable team."
He explains how the solution works: “The ResQ homeworking solution makes use of our existing Azure infrastructure which hosts our world-class telephony systems supplied by Noetica and its supporting services. As ResQ was an early adopter of the Cloud, our experience has enabled us to build a secure homeworking solution in record time – faster than our competitors and we have now rolled this out live for all of our staff including agents, support and managers.”
Cook concludes: “Working in partnership with Noetica we have always led from the front, championing new technological innovations and ways of working, that deliver real benefits the company, our clients and their customers.”