Capital City College Group adopts Puzzel for multi-brand contact centre
New AI-powered Agent Assist helps to manage contacts from existing and potential students during busy enrolment periods
Puzzel, a leading cloud-based contact centre software provider, has announced that London’s largest further education college group, Capital City College Group, has successfully implemented Puzzel’s omni-channel customer service solution including the latest AI-powered Agent Assist technology. The organisation’s contact centre uses Puzzel’s range of voice, email, SMS, Webchat and social media capabilities to provide a joined-up learning advisory service across multiple brands for the largest college group in London. Since adopting the Puzzel solution, the group has improved the experience for customers, agents and approximately 28,500 students, dramatically reducing call abandonment rates by 68% in one academic year alone.
Lenka Annan, Contact Centre Manager of Capital City College Group commented, “We are particularly impressed by the simplicity of the Puzzel solution. For agents, the beauty of the system is that they can handle enquiries in all channels from within the same application, saving time and vastly improving the agent experience. They can proactively schedule calls or reach out to missed calls or chats to maximise response rates, one of the team’s most important success metrics. Then, when the busy recruitment period arrives, we simply add new agents swiftly and cost-efficiently, thanks to the scalability of the Puzzel solution.”
Most recently, Capital City College Group has started to use Puzzel’s new Agent Assist, a powerful solution that is driven by Artificial Intelligence to present agents with suggested responses to customer queries based on historic and ongoing interactions. This coincides with a project to build a knowledgebase to empower agents with comprehensive content through closer collaboration with the curriculum teams. Enabling quick and easy access to relevant product knowledge directly from the Puzzel Customer Service Platform.
Børge Astrup, CEO of Puzzel added, “We are privileged to be working with Capital City College Group to improve the provision of information and advice to students through their preferred channel. Puzzel Agent Assist makes life easier for agents by automatically finding answer to enquiries and suggesting replies – rather like a whisper in the ear. Agents can even engage directly with Agent Assist through text communication to ask their own questions and proactively respond to customers with the answer. This is innovation at its best.”
Quality Assurance is also very important to Capital City College Group and over time, the Puzzel solution has become a strategic quality assurance tool that promotes the sharing of good practice and continuous improvement across the whole establishment. Management relies on Puzzel’s advanced reporting functionality to produce customised reports, while agents can track their own performance against real-time response rates. The team also utilises Puzzel to monitor its complete archive of agent/customer interactions, enabling it to share good practice, boost performance and improve service quality.
Lenka Annan concluded, “Ever since we first engaged with Puzzel in 2017, we’ve always trusted them to deliver every step of the way. Today, the addition of Agent Assist marks the beginning of the next exciting phase of our Puzzel implementation. The technology has already totally transformed the agent experience, empowering them to provide a positive, supportive service to students.”
Read this Capital City College Group case study for more information on how they are using the Puzzel Customer Service Platform. To learn more about the latest Agent Assist innovation, visit www.puzzel.com/uk/bot-solution/agent-assist.