{"id":22705,"date":"2022-11-28T08:24:08","date_gmt":"2022-11-28T08:24:08","guid":{"rendered":"\/gb\/en\/blog\/?p=22705"},"modified":"2023-01-20T02:26:09","modified_gmt":"2023-01-20T02:26:09","slug":"scaling-citizen-support","status":"publish","type":"post","link":"\/gb\/en\/blog\/scaling-citizen-support\/","title":{"rendered":"Scaling Citizen Support During a Crisis: A Sitel Group\u00ae Story"},"content":{"rendered":"

At a glance:<\/h2>\n
    \n
  1. Switching between apps<\/a><\/li>\n
  2. How did RingCentral help Sitel Group?<\/a><\/li>\n
  3. Creating an automated and scalable environment<\/a><\/li>\n
  4. Insight on a whole other level<\/a><\/li>\n
  5. The cogs that power the machine<\/a><\/li>\n<\/ol>\n
    \n

    There’s no doubt that the pandemic brought with it a phenomenal amount of pressure for customer service teams. People needed advice more than ever before on personal finance, insurance, medical care, wellbeing \u2013 the list goes on.\u00a0<\/span><\/p>\n

    Time was especially crucial for teams providing essential services and support.\u00a0\u00a0<\/span><\/p>\n

    In other words, every minute had the potential to make a life-changing difference, particularly for areas of government like the Department of Health and Social Care. As a major outsourced contact centre provider for this government department, Sitel Group<\/span>\u00ae<\/span> needed to make service more efficient to help as many citizens as possible.\u00a0<\/span><\/p>\n

    How exactly did Sitel Group set out to achieve this? The team knew they needed to connect all the systems that customer service agents used. To do this, they sought out the support of RingCentral’s Professional Services<\/a> team.\u00a0<\/span><\/p>\n\t\t