Building a contact centre from scratch
Gladstone Brookes’ expansion plans included the launch from scratch of a new contact centre in South Africa, and Connex One delivered: shortly after a quick set up, the firm could expand their South Africa office from just two staff to a team of 250, which was managed and directed from the UK thanks to our platform’s WFO features.
“I can see everything without having to be at the call centre,” says Rachel Ashton, Customer Service Manager at Gladstone Brookes. “We can see when agents are on the phone, what they are doing, manage break times and even see when they are logging in or out to make sure that staff are doing all that they have been requested to do. It’s helped us get more campaigns out to our South Africa call centre than we ever thought that we could.”