Case Study: Pronto Callcenter achieves faster omnichannel support and stronger SLA compliance with FocalScope

How Pronto answers 600 calls a day, within three seconds

Pronto Callcenter is a Danish third-party BPO provider serving small and medium businesses with telephone answering, receptionist services, and calendar booking. As it grew, Pronto needed a single end-to-end helpdesk and contact center platform to handle phone calls, email, live chat, and SMS more efficiently across multiple locations, while maintaining visibility into operations and meeting strict customer SLAs. FocalScope provided the omnichannel solution Pronto was looking for.

With FocalScope’s platform, Pronto could manage multiple customers in one system, route calls through global queues, monitor live activity with dashboards, and set SLA alerts to keep response times on track. The software also offered flexible reporting with more than 70 preformatted Excel reports, helping Pronto tailor metrics for each customer. As a result, Pronto reported a 15% productivity improvement, a 10% CSAT increase, and the ability to handle about 18,000 inbound calls per month while answering 600 calls a day within three seconds.

Pronto Callcenter

Mette Monty K.

Department Head