Multichannel customer service – available every day
The task
Our client needed a large-scale, reliable, and rapidly deployable customer service solution capable of handling Hungarian and English-speaking customers across multiple channels — phone, email, and chat — available every day of the year.
Our solution
- Needs assessment – Within a short timeframe, we mapped existing processes, expectations, and technical environments.
- Fast launch – We started operations within 3 weeks, supported by a dedicated project manager and experienced operators.
- Recruitment & onboarding – We built a reliable team of agents in Hungarian and English, trained rapidly using our proprietary onboarding program.
- System flexibility – Seamless integration with the client’s ticketing and CRM systems.
- Continuous reporting & quality assurance – SLA-based operations, daily reports, weekly reviews, and agent development.
- Scalability – We successfully scaled volumes quickly after campaign launch.
Channels & Service Levels (SL)
Phone
SL – 80% of calls answered within 30 seconds
SL – target 4–6 hours, maximum 24 hours
Live Chat
SL – response time under 30 seconds, >80% first contact resolution
Results after 3 months
- Over 95% customer satisfaction
- Nearly 99% SLA compliance
- Stable, scalable operations
- Significant workload reduction for the client’s internal team
What did the client experience?
“We saw tangible results within a week – the Protocall team reacted quickly, the project manager was always available and proactive, and they came up with solutions to all our questions.”