A fully remote, high capacity call centre drives strategic improvements

Infinity Works carried out a discovery exercise to find the best solution to the need for a fully remote call centre. We recommended Amazon Connect and presented a proof-of-concept demonstration to senior stakeholders. The bank then used the findings to inform on a full replacement for its call centre, to integrate existing interactive voice responses (IVRs) and top-level menu, and transferring customers to remotely-located human beings as required.

While intended primarily as a disaster recovery project, the solution presented the opportunity to make a number of strategic improvements including a focus on the customer experience strategy. The existing platform was expensive, inflexible, and long lead-times were required for any change to the IVR structure. The new system would address these issues, and would moreover open up new possibilities for better integration with back end systems and sentiment analysis, furthering customer self-service automation. Authentication with the bank’s existing Active Directory federated access control platform was proven, enabling the bank to require multi-factor authentication for access to the call centre from employees’ remote locations.

In three months and with a team of two consultants, Infinity Works:

identified and designed a reliable, secure, and rapidly deployable call centre solution suitable for disaster recovery, with full regulatory compliance and long-term secure data storage;
built a complete, operational end-to-end call centre solution on Amazon Connect, enabling all of the bank’s call centre staff to work from home, and allowing straightforward expansion of call centre capacity at short notice;
unlocked the ability to conduct sentiment analysis and further natural language processing on automatically generated transcripts of calls;
enabled significantly faster changes to the IVR structure and call flows, opening up the possibility of easily deployable further automation of customer self-service;
reduced operational costs and the cost of a call centre disaster recovery solution, which had previously required an entire empty office on permanent standby.

A fully remote, high capacity
call centre drives a pandemic
disaster recovery plan

Impact case study

Impact case study

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