Workforce Support Centre Automation

The Baku European Games Operations Committee (BEGOC) organized the 1st ever European Olympic Games in 2015 in Baku, Republic of Azerbaijan.

Six thousand athletes, 16,000 volunteers, 4,000 coaches and 600,000 tickets sold. To make the Games a success, the Baku 2015 European Games Olympic Committee needed to bring together all these different stakeholders.

Baku 2015 1st European Games Logo

Project overview

Objective

The European Games required a solid and reliable Workforce Call Centre System to support the largest sporting event ever held in Azerbaijan. 
Communication with volunteers and internal workforce was 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.

Solution

With Service Cloud, BEGOC was able to answer volunteers’ queries about rosters, duties and reporting any issues, tracking each one through to closure.

Result

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. 

16000 Volunteers, 45 Support Agents, 35 000 Cases were connected successfully. 

Business value

35k

Resolved cases

By automating most task of the 45 call center experts.

17h

AVG resolution time

Thanks to client’s increased capability to react quicker to inquiries.

Salesforce solutions we used

SalesforcCommunity Cloud Logo

Features

Knowledge base

Live agent

Call center automation

Integrations

Cisco Logo
Core OS Logo

BEGOC told about us

Charles-Henry Contamine

Charles-Henry Contamine

Head of Digital & Social Media at BEGOC

5/5

Nubessom has played a key role in the Digital and Social Media resounding success of the 1st European Games. Within a time critical environment, Nubessom has always delivered projects on scope and on time. It has been a real pleasure to work with Nubessom and I would certainly recommend them to any company looking for smart, swift and flexible developments.

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