“We want it to be easy to reach us” Jóna Hrefna Bergsteinsdóttir, Head of Services and Development, Reykjanesbaer
Today’s citizens expect excellent service and multi-channel communication, and organizations want to increase quality and achieve higher operational efficiency. A modern contact center solution from Competella helped Reykjanesbaer achieve both.
Jóna Hrefna Bergsteinsdóttir heads the department that provides the citizens with the first line support in matters ranging from financial assistance and schools to trash cans that have gone missing due to massive winds. Before Reykjanesbaer implemented the contact center solution the service team used the regular phone service to answer calls from the citizens.
“During the pandemic the Competella solution turned out to be a lifesaver as it allowed our staff to work from home,” says Jóna.
The solution also has a live chat functionality that allows citizens to contact the service team via www.reykjanesbaer.is. Many, particularly younger people, prefer to chat rather than speaking on the phone. “We are here for the citizens and try our best to cater to everybody’s needs.”
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Challenges
- Outdated phone solution that did not support remote work.
- No statistics about nature of incoming calls.
- No knowledge of quality and satisfaction.
Customer benefits
- Multi-channel contact.
- Fully supported remote working.
- Information about incoming calls and errands.
- Answer rate of 93%.
- Increased quality.
- Quality assured process for leaving messages.
- Simple and intuitive interface.
Solution
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