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Additional contact centre capacity when you need it: pre-trained agents, rapid deployment, and seamless integration with your existing operations.
Most contact centres experience periods where inbound volumes exceed the capacity of their existing teams. Whether this is a predictable seasonal pattern, a planned event such as a product launch or regulatory mailing, or an unexpected spike caused by a service disruption, the result is the same: longer wait times, higher abandonment rates, and a poorer experience for customers who do get through.
DigiTalker provides overflow and seasonal support that addresses this challenge without the overhead of permanent recruitment. We maintain pools of agents who are pre-trained on common customer service scenarios and can be rapidly upskilled on your specific products, systems, and processes. When additional capacity is needed, we deploy these agents into your operation: either handling calls routed directly from your ACD or operating as a parallel team within our own environment.
Integration is designed to be seamless. Our agents access your CRM, knowledge base, and telephony systems where required, and calls are handled to the same scripts and quality standards as your internal team. From the customer's perspective, there is no difference between speaking with a DigiTalker agent and speaking with one of your own. We handle all workforce scheduling, quality monitoring, and management reporting for the overflow operation, so your team can focus on managing the core business.
Common Scenarios
Many industries experience predictable volume increases at certain times of year: renewal periods, end-of-financial-year activity, holiday seasons, or annual enrolment windows. We maintain pre-trained agent capacity that can be activated in advance of these known peaks, ensuring service levels are maintained without the cost and disruption of temporary recruitment.
A new product or service launch typically generates a surge in customer enquiries that your existing team may not be resourced to handle. We provide additional capacity for the launch period, with agents briefed on the new product and ready to handle the anticipated enquiry types from day one.
Regulatory communications: policy changes, terms updates, annual statements: generate predictable inbound volume spikes. We work with your compliance team to prepare agents in advance, ensuring they can handle the specific enquiries these mailings generate accurately and compliantly.
Service disruptions, media coverage, or unforeseen events can create sudden demand that overwhelms in-house capacity. Our rapid deployment model means we can have trained agents handling your calls within days, not weeks, providing a safety net for situations that cannot be planned for.
Deployment
We work with your operations team to understand the volume profile, call types, systems access requirements, and quality standards. For planned events, this scoping typically begins four to six weeks before the expected peak. For urgent requirements, we can compress this to days.
Agents from our pre-trained pool are selected based on the skills profile required. They complete programme-specific training covering your products, systems, compliance requirements, and call handling procedures. Training is delivered by our training team using materials developed in collaboration with your subject matter experts.
Once live, the overflow operation is supervised in real time by our management team. Quality is monitored from the first call, and we provide daily reporting on volumes, handle times, quality scores, and SLA performance. Staffing levels are adjusted dynamically as volume patterns become clearer.
As volumes return to normal, the overflow team is scaled down in a controlled manner. We provide a post-event review covering performance against SLAs, lessons learned, and recommendations for future deployments. Agents who performed well are retained in your programme pool for future activations.
Whether you have a planned peak on the horizon or need urgent overflow support, we can deploy trained agents into your operation quickly. Get in touch to discuss your requirements.
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