Early in my career, I spent eight years supervising agents in contact centers. Working in and managing contact centers is not for the faint of heart. Every day is a challenge and seems like you are dealing with fires all day, every day! When I was working as a manager at Novell, one of my biggest challenges was when the marketing team wouldn’t notify us when a new advertising campaign went out. We found out by getting surprised with phone calls that we weren’t prepared for. I usually had a team of 15 agents, and if we got 10x the number of incoming calls it was difficult back in those days to add a new agent to our old Rolm PBX system.
How do you scale up and down quickly in a modern contact center? Whether you are a retail company scaling up for the holiday season, a health insurance company scaling up for open enrollment, a business process outsourcer scaling up and down for new projects from clients, or a travel company scaling up for the summer season, there is a way you can scale up and down easily.
The most important question to ask yourself is if you have the right technology in place to help you scale quickly and easily. As I met with customers at our Opentalk18 conference, the need for scalability was something I heard from many customers. Numerous customers shared how they used to wait weeks for their vendor to be available to work on their on-premises contact center systems. In today’s modern world, waiting weeks to have new agents added isn’t reasonable. To be more competitive and grow your business, you need the right technology.
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One example of Talkdesk customers who scale up and down quickly is Cognosante. Cognosante provides technology solutions, business process outsourcing and consulting services to federal, state and local government health agencies. As an outsourcer, Cognosante needed to be able to scale up and down quickly for new or seasonal projects, such as healthcare open enrollment periods and tax season. Throughout the year Cognosante typically has around 200 agents in their contact center. During peak seasons, within a few weeks time, they scale up to 1,000 agents. When the busy season is over after three to four months, they scale back down.
When Talkdesk was first implemented at Cognosante, it was for a small project in their contact center. At the end of the three-month project, instead of the project scaling up to 100 agents, they had the need to scale to 500.
“To our luck, the project actually grew really quickly and our client wanted 500 agents and not 100. We ended up deploying to the full 500 agents in about a week. Talkdesk was able to scale very quickly; we just turned on the licenses and everybody went to work. It was very seamless,” explains Michael Zurat, Director of Engagement Solutions at Cognosante.
At Cognosante, contact center managers can get new agents up and running quickly by simply sending the agent an email with instructions on how to log in and start taking calls. It’s really that simple with Talkdesk.
– Michael Zurat, Director of Engagement Solutions, Cognosante
Here’s what other customers have to say about Talkdesk’s ability to scale quickly:
“Having a solution that allows us to scale as fast as our business grows is super important to us. The challenge with our previous contact center was that it took weeks to deploy new IVRs and new ring groups. With Talkdesk we do that in minutes. It allows us to continue to scale our operations and grow, and continue to give the support to our members that we need to give them.” — Gaven S.
“We are able to easily add/remove numbers, agents, IVR options, etc. as required based on operational needs.” — Travis
“Talkdesk makes it easy to scale our business globally.” — Stephen N.
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