Case Study: AGL Moves All of Its Agents to Remote Working

In response to the pandemic, many organizations delivering critical services are working at hyper-speed. One example is 8×8 client Activate Group Ltd (AGL).

AGL provides fleet management services. It specializes in accident management, helping to keep commercial vehicles running in the event of a breakdown.

At the heart of its operations is its 200 contact centre agents. Some of AGL’s key customers include the likes of Ocado, Sainsbury’s and Tesco, as well as British Gas, and Abellio, which runs London’s bus network. All of these companies are providing vital services amid the current COVID-19 crisis.

As the UK entered its lockdown phase a few weeks ago, AGL was faced with the challenge of transitioning all of its contact centre agents to a remote work setting. With little time to waste, it had to act quickly to comply with the government’s social distancing guidelines, to ensure it could continue to provide vital support services to its customers’ fleets.

Having implemented 8×8 X Series in July 2019, AGL had the cloud platform and capabilities in place to implement a remote working mandate for its 200 contact centre agents, in less than 24 hours, which is unheard of in the industry.

Having deployed 8×8 cloud communications technology late last year, AGL was able to seamlessly transition its workers from the office to their homes. The 8×8 X Series platform integrates voice chat and video meetings and contact centre on an open, modern cloud technology platform.

With 8×8’s support, the whole transition was complete in less than 24 hours, minimizing disruption to customers. The technology also ensured AGL’s contact centre employees had access to the CRM system through the cloud platform. Further to this, 8×8 Quality Management allows effective remote staff management with its ability to record calls and conduct quality assessments to maintain and meet service levels.

“In the sector we operate in, it’s vital for us to respond quickly to our customers, and during these uncertain times this has never been more important. Our mission is to keep key workers on the road by continuing to run our 24/7 contact centre service, while ensuring we safeguard the health and safety of our staff. With 8×8 X Series in place, it was easy to quickly transition our entire workforce to remote working and we have still been able to provide excellent support to our customers when they need it most.” Daniel Woods, Head of IT, AGL

Author: Rachael Trickey