Simply Contact

Representatives of the Office of the President of Ukraine urgently needed to launch a support line for citizens who needed help or advice in the conditions of military operations. Every day, the Office received thousands of appeals and requests from people for help, so it was extremely necessary to systematize it into a full-fledged support line - promptly, qualitatively, effectively. The company Simply Contact urgently launched a support hotline, which was aimed at receiving applications for the supply of humanitarian goods, as well as receiving medicines, food and hygiene products. On this line, our agents managed to process 24,000 requests.

Fareportal was looking for a solution that would help retain regular and potential customers, while ensuring stable revenue for the company, as well as keeping customer satisfaction at the highest level. This was Fareportal's first experience of cooperation with a company that provides outsourcing services. That is why the model of cooperation developed already in the process, improving and becoming more convenient for both parties over time and with experience. This means that in addition to the main KPI goals, new, but no less important tasks arose in parallel, so we rapidly changed and adapted work processes to existing requirements and flexibly adapted to any conditions.

Wizz Air needed to expand its team to provide faster and better customer support in multiple languages ​​in order to reduce waiting times and improve service quality. Also, as with any airline, Wizz Air has high and low seasons, which entails a number of peculiarities in the work of the support service and in the formation of the headquarters. Our goal was to scale up and down our team quickly, so that our services remain the most efficient and adaptable to workload variability in terms of project budget, and customer requests are handled efficiently and without delays.