Webhelp is a BPO that provides contact center services in Spain to four major car brands: Volkswagen, Audi, Seat and Skoda. Its call center consisted of four agents who carried out their duties without major difficulties, until in 2015 the media reported the case known as “dieselgate”, which affected millions of Volkswagen customers around the world.
In this context of crisis, Webhelp published a contact telephone number in the media to assist users who needed it, without foreseeing the number of calls they would receive from customers demanding explanations. The four available agents were insufficient, and the lines immediately overflowed. The contact center platform they were using lacked the flexibility required to scale their service as quickly as the situation demanded.
It was Saturday morning when Webhelp contacted Inconcert looking for an agile and flexible omnichannel contact center solution, for a 150 position operation, which needed to deploy That same weekend.
Inconcert implemented its Inconnect platform hosted in the cloud, with geo-redundancy in datacenters in Madrid and Barcelona to ensure the high availability required for the operation.
This platform, integrated with Webhelp's customer management systems, began processing attention from incoming interactions in the first 24 hours, achieving the primary objective.
For the second phase, within the next 48 hours, a Outgoing campaign in order to respond to requests generated in an omnichannel way through web forms, click-to-call buttons, social networks, emails.
This campaign provided call-back functionality to ensure that no call, even abandoned calls, went unanswered.
