Single Point of Contact

The company Inflight Enterprises provides energy to businesses. Every new customer is assigned a single point of contact (SPOC). A customer’s SPOC can be reached via the central telephone number or the SPOCs direct access number in case they have questions regarding provided services or received invoices.

The last few years the amount of emails and voice mails containing callback requests significantly increased. To reduce the amount of these messages Inflight Enterprises decided to implement the Anywhere365 Unified Contact Center on its existing Skype for Business and Microsoft Teams environment.

Currently, the front office consists of four employees with a SPOC role, their number might increase fast in the near future.

Organization

Scenario

  • One of Naomi Browns customers calls her via the company’s central phone number. The customer’s number is recognized and the call is forwarded to Naomi first. In case Naomi is not available, the customer will be forwarded to an available front office employee. If customers have to wait too long, they have the possibility to leave a voicemail. Once the customer leaves a voicemail, the front office will be notified by email or SMS in order to take action. As you can see the customer now has access to a hybrid SPOC that will not only answer the call when available and follow-up on voice mails when not. The SPOC in this case is also backed up by a complete group of front office employees that will answer the call directly when the caller does not want to leave a voicemail. The customer remains in control as he/she can judge the sense of urgency best. As an added bonus of this strategy the amount of voice mails will be reduced significantly.

 

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