Case Study: Capital City College Group maintains student support during Coronavirus with Puzzel

Capital City College Group - Customer Case Study

Capital City College Group, London's largest further education college group, faced the challenge of needing to quickly adapt its contact centre to provide uninterrupted support to students and even a partner college during the Coronavirus emergency. The situation required an immediate shift to remote operations and tested the flexibility of their customer service platform provided by the vendor, Puzzel.

To solve this, Puzzel, utilizing its cloud-based customer service platform, implemented a new call handling and voice routing solution that was operational within 48 hours. This agility allowed Capital City College Group's team to work remotely and effectively manage all calls, successfully maintaining vital services and reassuring students. The Puzzel solution enabled the college to respond swiftly to the crisis and extend support to a partner institution.

Capital City College Group

Lenka Annan

Contact Centre Manager