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 centre 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 centre 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 centre, and their agents, working again — fast.