acrinax and Wooo! cloud case study

We’re Out Of Office (Wooo!) provides contact centre operational consulting and business process outsourcing for customer contact and back office operations. They use innovative working-pattern, contract and location flexibility to provide cost-effective, high quality and adaptable services for clients. 

we are acrinax

we're out of office

case study

We’re Out Of Office (Wooo!) provides contact centre operational consulting and business process outsourcing for customer contact and back office operations. They use innovative working-pattern, contract and location flexibility to provide cost-effective, high quality and adaptable services for clients. 

They combine these proven SmartWorking models with leading connectivity, analytics and automation technology, for truly integrated models that benefit businesses, colleagues and wider society.

This unique business was started by Alex Marples and Mike Smith from an obsession for delivering a service for businesses that need more flexibility from their outsourcer partner.

Working client-side for many years, together they identified the need for something different from their outsource partners; something that enables them to be more integral to the operating model, by complimenting their existing operations, better managing demand, supply and costs, and supporting colleagues to deliver exceptional customer experiences – every time.

Traditional business process outsourcers hadn’t really cut it for us. Too often they felt like high-volume machines, too focussed on maximising billable hours and their own productivity

Alex Marples, Co-founder, Wooo!

Wooo!’s model offers their colleagues choice, flexibility, and the ability to balance work and family commitments.

Their services allow clients and customers to leverage their preferred channels, moving seamlessly between voice, synchronous and asynchronous channels.

Colleagues can handle all the channels that the client offers; across voice, webchat, WhatsApp, Facebook, Twitter and also delivers co-browse, an invaluable service for digital organisations, thanks to the technological support and guidance of acrinax using state of the art Genesys Cloud technology.

the challenge

Wooo! turned to acrinax when one of their clients had to move quickly to deal with a surge in customer demand resulting from the Covid crisis. Their in-house contact centre was under immense pressure from all channels.

  • Customer demand was at record levels

  • In-house resource was significantly depleted

  • The client was under significant cost pressure

  • And customer experience was suffering as a result

Our clients needed a solution - our clients needed to be Wooed!

acrinax

The number one objective for Wooo! was to help balance demand coming into the contact centre with supply from their team of skilled colleagues. The client was experiencing huge peaks and troughs in demand that were impacting costs, affecting the staff engagement, and damaging customer experience.

the solutiooon

Genesys Cloud logo

As a partner of Genesys, acrinax’s first port of call was the Genesys Cloud customer experience platform. Because of the simple integratable nature of the product. Genesys Cloud was the only platform on the market capable of achieving the clients expectations.

the outcooome

acrinax and Wooo! were tasked with a speedy turnaround and dived straight in working closely with client teams at all levels; from frontline colleagues to senior leadership. 

This drove a deep understanding of the current operational challenges, and the response needed to resolve them, along with a road-map for how a short-term response could evolve into a sustainable and integrated operating model – through a unique combination of workforce models, people management skills and leading technology.

Wooo! would build a workforce that was equipped specifically to handle the client’s contacts – from recruitment to workforce planning, learning, development & continuous improvement.

Coupled with the Genesys Cloud built in workforce management system, Wooo! were able to handle the highly granular workforce management required for the client.

Due to the nature of “choosing” your own work hours the workforce would fully understand the parameters involved when selecting their work schedule. 

Choice and flexibility promoting an engaged workforce that operates at times the client needs them most.

acrinax technooology support

acrinax are a specialist IT service desk and contact centre systems integrator – we design, build, implement and support IT service desks and contact centres for the U.Ks most customer-centric businesses.

The introduction of acrinax as a value adding technology partner, Wooo! can now offer their clients cloud based, AI self service and omni-channel routing. 

All securely integrated with the clients telephony system – a unique niche for an outsourced contact centre model.

  • Integration

acrinax’s wide range of contact centre experience with different technologies gives Wooo! The ability to offer their services comfortably to any company with any technology and include out of the box integrations that add value to the clients contact centre strategy.

  • Security 

acrinax would take control of the security and maintain the secure connections between the clients technology systems and Wooo!’s Genesys Cloud system. 

  • Support 

acrinax, award winning, 24/7, multi-lingual IT service desk would handle the on-going IT support required to operate a team of remote working employees.

acrinax supports organisations to drive value from their current investment in technology, improving the customer experience and creating engaging places for agents to work.

acrinax white customer logo

Contact email 

richard.bird@acrinax.com 

or call 

+44 (0) 7960 285 338.

If you would like to know more about how you can begin to control the peaks and troughs your contact centre is facing, then do not hesitate to get in touch. 

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