A different contact centre requirement
Pertemps must respond to resourcing demand quickly and efficiently. Each day provides a fast-paced challenge to meet the needs of client SLA’s and deliver new and replacement resources. The need for a more flexible and agile Contact Centre platform became a key objective. Sanjiv Patel, Manager PRP Response, Pertemps, states, “We work to a 10:1 fill ratio, so with 10 calls we expect to secure one resource. However, the way we handle calls isn’t how you would in a standard call centre. We needed something that allowed us to be creative and improve what we do, but was also extremely reliable”.