Case Study: KPMG handles 110,000 crisis calls with Confero's Helpline Solution

KPMG - Customer Case Study

KPMG, one of the Big Four professional services firms, needed to rapidly set up a customer helpline after being appointed administrators for a major UK retailer that had entered administration. With over 110,000 customers potentially affected, KPMG required a fast, professional crisis response to handle calls about lost deposits and undelivered products.

Confero responded by setting up a fully staffed crisis management helpline over one weekend, including an 0800 freephone number, IVR, recorded messages, and an initial team of 40 trained contact centre agents. Confero fielded 65,000 calls in the first two days and ultimately supported all affected customers with updates and tailored advice, with the helpline running seven days a week.

KPMG