A large travel company approached In2tel with the requirement to integrate their incoming calls between their call centres in Dublin and their UK call centre whilst having the ability to use up to 50 home workers to soak up some of the seasonal peak that they experience.

Through a single number supplied by In2tel and using our bespoke IVR package, we were able to design a solution to meet their exact needs. When calls are made to their 0818 number, the system welcomes the caller with a generic message and then the time is checked to see if their main call centre is open, if it is the call is firstly offered there for 20 seconds. If the call is not answered by the call centre, or the Dublin call centre is closed, the system checks to see if there are any home workers logged in and available , if they are the call is offered to them (in a longest waiting scenario). If no home workers are available, the calls are ultimately routed through to the UK call centre – ensuring that no calls are missed.

The normal call stats are available to the customer, but advanced home worker stats have also been made available, showing when people have logged in / out, missed calls and their workload. The travel company also has the option to deploy call recording on the calls that are presented to the home workers, for training, dispute resolution or staff monitoring.