Rail Delivery Group (RDG) represents all rail services, passenger and freight, in Great Britain. As well as ensuring that the country’s key workers can continue to travel to work, their members have responsibility for ensuring that essential supplies can travel across the country via the freight rail network.
As a result of COVID-19, RDG had to rapidly evacuate their contact center in India. With no home-working solution immediately in place, and no ability to process calls from home, they found themselves in need of an alternative contact center solution.
With rail services a critical part of the UK’s national infrastructure, and a new, reduced, timetable recently introduced, RDG needed to get their contact center, and their agents, working again — fast.
Enabled remote working for contact center agents within hours, via PSTN pairing.
Deployed VoIP solution within four days - weeks faster than the alternative provider
Real-time and historical dashboards through storm® VIEW™.
Customer Information Director, Rail Delivery Group
“When our contact center was evacuated, we had no solution to work from home and no way to use our existing agent licenses.
“We spoke to Content Guru to see how they could help. Once we agreed on the initial solution, our agents were picking up calls again within hours.
“storm® is a great solution for homeworking, and we are really pleased with Content Guru as a supplier. They prioritized our needs, and helped get our contact center back on track within days.”
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Moved their agents to remote working within hours.
Had their WFH solution working within four days.
Gets powerful, real-time insight into their CX.