Challenges
For a post-disaster cleaning company, every call is crucial and represents a new business opportunity. However, during peak periods, such as after storms or major disasters, previous call centers struggled to efficiently handle Qualinet’s high volume of incoming calls. Response times piled up, leaving some clients uncertain and causing significant opportunities to slip away.
The company was also seeking a local partner in Quebec capable of providing professional bilingual service. Cultural and linguistic nuances were essential for building trust with a diverse clientele, making this criterion a top priority.
But the biggest challenge was service quality. Previous providers had caused frustration: poorly taken messages, key information forgotten or miscommunicated, and overall call management that lacked rigor. These mistakes directly impacted customer satisfaction and the responsiveness of field teams.
These challenges required a reliable, flexible solution tailored to the specific needs of a company operating in emergency situations.
Solutions
To address the company’s challenges, Soluvox implemented a comprehensive and customized solution focused on reliability and efficiency. An emergency hotline and 24/7 call handling service were deployed, ensuring immediate response to calls, even during peak periods.
At the core of this solution is a proprietary software designed to eliminate errors in message-taking and call procedure management. This system ensures accuracy and consistency, building customer trust while simplifying processes for field staff.
As a 100% Quebec-based call center, Soluvox relies on a team of bilingual agents located in Quebec. This cultural and linguistic proximity allows for a service tailored to the specific needs of the client and their customers.
Finally, to efficiently manage busy periods, Soluvox leverages a powerful cloud-based system that enables agents to work remotely and connect quickly when needed. This system, equipped with redundancy mechanisms, ensures uninterrupted service continuity, even in the most critical situations.
With this approach, Soluvox delivered a robust and flexible solution that perfectly meets the client’s expectations while enhancing the caller experience.
Results
Thanks to the solution implemented by Soluvox, the post-disaster cleaning company has significantly improved its call management, even during peak periods. Errors in message-taking have been eliminated, and clients now benefit from a fast and professional 24/7 response.