Case Study

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CamTEC are providing thought leadership on the potential benefits of automation to rapidly create capacity using automation interventions to deliver a target 40% reduction in call handling time across their contact centre for 1.6 million citizens, handling in excess of 300,000 calls per annum.

We are providing guidance on how to create a hybrid workforce in a contact centre environment by adopting agent consoles (portals) able to unify a single view of the customer by using virtual workers to look up customer data on multiple applications and present it in a single view.  These consoles support virtual workers handle calls much more efficiently.

CamTEC is highly experienced in the automation adoption change cycle and guided the client in adopting a set of messaging that focussed on automation as an enabler to maximise the potential of its staff rather than as a replacement for them.  

As an example, concerns were raised by employees around adopting automation in the highly nuanced adult social care context.  Through thorough engagement, we were able to reassure employees that virtual workers would only gather and present information and ultimate decision making activities would be retained by physical workers. 

Our team implemented the UiPath Automation Hub tool to empirically capture automation benefits based on a series of inputs including number of process transactions, average handling time and the percentage of rework and management checks and the respective time taken for these. 

We were then able to track baseline, target and actual benefit delivery using pre and post automation call handling times. 

Given current operational pressures, IT stakeholders were initially highly risk averse to automation adoption.  CamTEC resources invested significant time with IT stakeholders to provide transparency on the minimal invasive nature of automation solutions and resolve technical queries on impact on the desktop estate and cybersecurity concerns.

CamTEC introduced a scalable Pipeline Management approach to capture automation targets and enable transparent prioritisation and qualification.  Discovery sessions were held with multiple lines of business including Adult and Child Social Care, Registrations and Ceremonies, Disability Blue Badges automation opportunities were identified.  

All our deployed solutions and approaches were capable of scaling. 

These included:

- Enterprise scalable Automation Hub able to support crowdsourcing of automation ideas from all employees and staff

- UiPath Automaton in the Cloud platform that is infinitely scalable to cope with thousands of deployed software robots 

- Automation DevOps delivery process that combines the automatic build, integration, testing and deployment whenever a change is committed. Automation DevOps is an industry best practice approach to development and fundamental to being able to deploy at scale and pace, with a high level of quality 

CamTEC provided a pragmatic and flexible engagement approach in support of the operational needs of a busy customer facing contact centre operation. 

CamTEC resources were flexed up and down to meet with customer demand and staff schedules. 

CamTEC responded with agility and innovative ideas when we were requested to provide support in digital identification and verification technology solutions in support of the Ukraine Refugee Sponsorship scheme.