a case of quarterly peak support for a people’s livelihood hotline in guangzhou government
project introduction: exclusively providing outsourcing services for a government public hotline with more than 100 people.
customer demand: under the scenario that there must be two sudden peak seasons in winter and summer (more than 5 times normal), the backup agent emergency support plan is used to ensure that the annual connection rate is not affected.
• the backup agent goes online suddenly within 3 hours
• the backup agent reduces the overflow rate by 20% during the peak call period
• the backup agent emergency plan increases the customer kpi compliance rate by 25%