Keeping agents happy and the contact center running during COVID

Findel Education Resources – Keeping Agents Happy and the Contact Center operation Running during Pandemic with the assistance of IPI

Customer Opportunity

When the COVID-19 pandemic hit, the needs of Findel Education customers immediately changed as school and childcare closures necessitated supporting distance learning and equipping children, parents and teachers beyond the classroom. Even so, and despite additional strains on the business, Findel Education continued to fulfill orders and maintain next-day deliveries.

Findel Education decided it was imperative to scale its operations to support key stakeholders, teams and customers and to provide opportunities for the business – this included supporting a greater volume of orders of consumers which has increased by almost 200%, and the move of its contact center team to work 100% remotely so that they can continue to provide the exceptional level of customer service for which they are known.

How IPI enabled it

Findel Education has worked with IPI since 2019 and, before the pandemic, was already on track to move to a cloud-based contact center – including a telephony platform from Avaya – which would support its future growth plans. . When the pandemic hit, however, it turned to IPI for advice on how to scale its contact center operations even more quickly to enable working from home for its agents.

IPI suggested switching to the COVID business continuity solution available from Genesys – the Genesys Rapid Response offering, available through the Geneys Cloud. This was invaluable and meant that the entire Findel Education contact center was back up and running from home within days.

With a temporary work-from-home solution now in place, IPI could continue to work on the long-term deployment of the originally planned cloud contact center – a solution hosted on the IPI cloud. By early June 2020, agents had begun using the new phone system, which is particularly critical during a peak period for placing orders for the following academic year.

Services deployed included:

» AVAYA Contact Center Select: Using Avaya IP Office, ACCS provides a real-time, flexible and scalable telephony platform. The platform is specifically designed for SMEs and supports Findel Education’s future growth plans.

» AVAYA Workforce Optimization Selection: This solution generates relevant and timely insights into the customer experience and leverages that insight to improve agent and team performance, as well as provide call recording, quality management, and call monitoring.

» Workforce management in Calabria: This app supports membership, scheduling, quality assurance and makes it easier for the customer service team to make changes such as shift change request and vacation booking – l agility that is essential to support working from home.

A selection of in-house IPI products was also part of the solution. These solutions were Show Me – a bespoke interactive wallboard that gives agents access to meaningful, real-time data on KPIs and performance – and IPI’s own Pause & Resume solution, to enable secure payments and compliant over the phone for home workers and clients.


The long-term Avaya-based cloud solution went live in full in early 2021. Using the two cloud solutions, Findel Education was able to maintain customer service operations throughout the pandemic and during its acquisition, with phone lines down for only a few days while transitioning to remote work.

With telecommuting operational, Findel Education has also been able to proactively reach out to customers to update them on order progress using the new outbound campaign management functionality, essential in a time when supply have been affected. It also took a blended approach to managing contacts for different types of work to improve productivity and SLAs – something it was unable to do with its previous solution – and saw a positive impact. .

Seeing an opportunity to attract new customers with increased trust and a proven good reputation, Findel Education adopted Trustpilot, with a score to date of 4.8 and an “Excellent” rating for Hope Education. Its NPS score has also remained consistently above 80 with many responses commenting on the customer service provided by the team.

From the team’s perspective, Findel Education also saw the biggest improvement in after-call time and achieved its best employee voice results in a long time. Indeed, agents appreciated being able to switch to working from home so quickly and efficiently – supporting one of Findel Education’s core values ​​“we care” – and with the introduction of the WFM app, they were able balance their family and professional life more flexibly.

Going forward, Findel Education will continue to support a combination of home and office work while continuing its digital transformation journey alongside IPI.

IPI is focused on creating intelligent contact center solutions that deliver exceptional customer experiences. Founded in 2001, the company has more than 300 customers and supports more than four million transactions and 55,000 agents every day.

IPI partners with leading industry vendors, including Avaya, Blue Prism, CX Company, Gamma, Microsoft, Teleopti, Verint, and VMWare, to deliver a comprehensive suite of contact center solutions, available in the cloud, on-premises, or online. as a managed solution. service. These bespoke solutions cover all components of the contact center – from call routing, unified communications, networking and security, to emerging technologies, such as AI chatbots and robotic process automation. . It also offers a range of professional services and devOps support, delivered by its highly accredited team of contact center experts.

For more information on IPI, see their company profile