Magnetic North Helps the UK's G4S Manage Peak Call Center Demand

How do you manage peak demand in contact centers? Hire more people? Have agents sit idle while waiting to cope with peak demand? Or simply allow peak demand to overwhelm your contact center, burning out agents and driving customers away?

None of these are great prospects, which is why the concept of the cloud-based call center is so compelling. Secure solutions company G4S is the latest to take advantage of cloud-based call center technology to help manage peak demand. Magnetic North, a UK-based provider of predictive dialing and call recording software, is announcing this week that it has recently undertaken the rapid deployment of a cloud-based contact center for G4S, the largest secure solutions company in the UK and Ireland, with a turnover of more than £1 billion ($1.56 billion), over 45,000 employees and more than 6,000 customers. 

G4S sought Magnetic North to deliver a blended cloud-based contact center solution with rapid deployment as a way of coping with unexpected peak demand. Just 48 hours after the point of order, G4S cut over some 50 agents from a mix of legacy contact center technology.

In addition to handling a range of inbound call streams, the call center, which will be open until the end of September 2012, is also responsible for a range of blended and outbound calling activity, related to employee management and welfare. Using predictive campaigns, G4S can connect to much larger volumes of its own employee base and other key contact groups, while using the same agent pool to also handle an overflow of inbound traffic during peak periods.

“Together we have delivered a high quality solution that is able to scale on demand and dynamically to meet the dramatically varying volumes of calls that G4S is receiving, whilst at the same time blending outbound traffic,” said Andrew Jones, Sales Director of Magnetic North in a statement.

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