In 2021, The Pension Regulator (TPR), a UK public body overseeing workplace pensions, needed a reliable call centre solution to support their Automatic Enrolment (AE) scheme. The project required a secure, cost-effective solution capable of managing around 15,000 calls per month with 120 agents working remotely. Cloud Fundamental, in partnership with Marathon Managed Services (MMS) and Hinduja Global Services (HGS), was tasked with designing and delivering this call centre infrastructure using Amazon Connect.
Key Challenges and Requirements:
- Managing 15,000 calls monthly with a remote workforce.
- Integration of out-of-hours, public holiday, and emergency handling.
- Detailed call recording, quality analysis, and reporting.
- Multi-line setup with three incoming telephone numbers, each offering different services.
- Real-time visibility into queue status for agents and team managers.
Solution:
Cloud Fundamental leveraged Amazon Connect to create a fully managed and scalable telephony platform. The system automatically scales to meet demand, offering resilience and disaster recovery features. Using AWS Lambda and DynamoDB, the system dynamically adjusts call handling based on availability and utilisation. Additionally, a Call Manager tool was implemented to provide agents with an intuitive interface to access caller data and manage agent statuses efficiently.
Results:
The solution passed rigorous testing and went live in August 2021, handling 15,000 calls monthly with no outages and supporting up to 120 agents simultaneously. Cloud Fundamental provided robust reporting and management information tools using AWS Glue and Amazon Athena to generate detailed analytics on call outcomes. The system’s scalability ensures it can adapt to future requirements, such as adding new queues and a customer satisfaction survey solution
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