Case Study: ShopWorks improves first-line customer support with Confero

ShopWorks resolves 80-90% of calls correctly with Confero

ShopWorks, a specialist in workforce management solutions, needed a flexible team to handle customer service calls 24/7/365. Their previous answering service was inefficient, often requiring two calls to assess a customer's issue. They approached Confero for an outsourced first-line support solution to correctly log tickets and free up their internal team for more complex resolutions.

Confero implemented its inbound Bureau team. After a consultation to define enquiry types and create agent guidance, Confero's team was able to correctly identify and raise the appropriate ticket in 80-90% of calls. This solution from Confero improved the customer journey by ensuring correct assessment and immediate escalation to tier 2 support when needed.

ShopWorks