The project was carried out to meet the requirements for establishing a commercial and post-operator Customer Care service.
Therefore, a service was implemented with 15 agents (1 Team Leader and 1 Service Manager), which acts promptly to balance resources across different activity types to manage workload peaks.
The service can handle an annual volume of 360,000 inbound calls and achieve annual SLAs of a 90% answer rate and a 95% response rate within 60 seconds.