The Challenge:
Combine great people and technology to ensure a seamless remote operation
Solving remote contact center challenges
Like any contact center, Aquarius’ agents deal with a high volume of customer queries in the form of calls and emails. Agents work on a variety of campaigns, from housing associations to railway companies and accident repair providers across the UK. As a result, Aquarius has a range of unique requirements:
Meeting KPIs
Aquarius needed to ensure that its remote workforce were able to continue to deliver outstanding results from their own homes.
Disparate systems
Re-entering customer data across a variety of systems can dramatically slow down the resolution times Aquarius can offer customers.
Triage to resolve queries
While Aquarius’ customer engagement varies, agents often need to escalate or triage different contractors to ensure a successful resolution.
Ensure outstanding results
As customers expect more and demands continue to evolve, driving frictionless and timely resolutions is essential to Aquarius.
How Creovai helped Aquarius meet demand
With the deployment of Creovai Agent Workflow, Aquarius were able to quickly elevate customer issues and escalate requirements to the right contractor at the right time. The seamless workflow helped them meet all their critical SLAs and ensure customer data was accurately shared instantly, eliminating the need to enter it multiple times across a number of disparate systems.
“There’s no doubt that Awaken’s technology plays a crucial role in driving a frictionless and timely resolution too much of the support we provide.” -Roddy Forfar, Managing Director, Aquarius
Creovai (formerly Awaken Intelligence) has been Aquarius’ partner of choice since its establishment over fifteen years ago, providing email integration, dispatch intelligence, and creating over 300 scripts for their agents on a daily basis. Creovai’s technology plays a crucial role in driving a frictionless and timely resolution to much of the support Aquarius provides to its customers.
