The European Games required a solid and reliable Workforce Call Centre System service that supported the largest sporting event ever held in Azerbaijan.
The volunteers and internal workforce were essential to the smooth running of the Games and since BEGOC were only operating for a short period, they needed an easy and cost-effective way of communicating with the 16,000 volunteers as well as employees and partners.
Salesforce Service Cloud was selected as preferred solution, which enabled the receipt, tracking, monitoring, updating, reporting and management of identified requests from workforce members in the format of incoming phone calls and e-mail sent to the designated e-mail address during the volunteer campaign.
With Service Cloud, BEGOC was able to answer volunteers’ queries about rosters, duties and reporting any issues, tracking each one through to closure. The 45-strong call centre team handled more than 35,000 cases in the run-up to and during the Games, with an average resolution time of just 17 hours.
Call Centre Automation
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