Baku 2015 European Games
Workforce support centre automation for the European Games
The challenge
The European Games needed a solid, reliable workforce call centre to support the largest sporting event ever held in Azerbaijan — 6,000 athletes, 16,000 volunteers, 4,000 coaches — with a cost-effective way to communicate, given BEGOC operated only for a short period.
Our solution
With Service Cloud, BEGOC could answer volunteer queries on rosters and duties, log reported issues and track every one through to closure, supported by a knowledge base, live agent and call centre automation.
Impact
- 35,000+ cases resolved by a 45-agent call centre
- 17 hour average resolution time
- 16,000 volunteers supported through one system
- Cost-effective short-lifecycle deployment
Products & technologies used
Service CloudKnowledgeLive Agent
"Nubessom played a key role in the digital and social media success of the 1st European Games. In a time-critical environment, they delivered projects on scope and on time. Their smart, flexible approach and commitment were outstanding. I highly recommend them to any company seeking innovative, reliable, and swift development."
