Capital City College Group, London’s further education college group, reacted swiftly to the Coronavirus emergency with the contact centre team – remotely providing vital services to its students across all communication channels and functions.
At very short notice Capital City College Group also helped a partner college by creating an additional queue and routing all calls via its Puzzel cloud-based customer service platform to the contact centre team working from home.
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Lenka Annan, Contact Centre Manager at Capital City College Group said, "As a result of the Coronavirus crisis, the flexibility of our contact centre solution was well and truly tested. However, the agility provided by the Puzzel platform and close collaboration with its people meant we were able to maintain service for the Group and a partner college quickly and effectively. Puzzel helped us to respond and reassure students at this difficult time."
Børge Astrup, CEO of Puzzel commented, "The widespread impact of COVID-19 on the educational and business world has thrown a spotlight on flexible and remote-working. To help customers, Puzzel introduced a new call handling and voice routing solution that could be up and running within 48 hours. We were delighted to work with Capital City College to keep things as close as possible to business as usual."
Puzzel (formerly Intelecom) builds on 20 years’ heritage. It was one of the first pioneers to develop a cloud-based contact centre. Puzzel also encompasses leading mobile messaging and mobile payments to deliver a flexible and customisable customer interaction platform to meet the needs of today’s omni-channel and mobile environments. Headquartered in Oslo, Norway, Puzzel employs over 130 people who are all passionate about delivering innovative customer interaction solutions for contact centres and mobile environments.
Published: Thursday, May 28, 2020
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