An organisation reliant on a distributed workforce to fulfill several thousand new appointment requests each day, had been investing substantial amounts of time and effort managing the fulfilment process for each new appointment. Mobile workers were contacted by telephone to establish their availability and WFM software was updated manually based on the outcome of each call.
Boomerang has allowed the organisation to now issue new appointments to multiple agents ‘en masse’. The WFM application triggers an SMS message to all mobile workers operating within a given proximity to the appointment location. Workers are able to receive and respond to simultaneous appointment requests by SMS, to claim the work on a first-come-first-served basis; a confirmation message is then returned to the agent for each successful appointment claimed.
In addition, the organisation prompts the agent to advise of the outcome for each appointment, using the agent’s response to update the event in the WFM application.
Automate appointment fulfilment to reduce contact centre costs
Speed up engagement with mobile workers to increase satisfaction
Increase quantity of opportunities provided to mobile workers to reduce turnover
Automate status management for all appointments to reduce contact centre costs
Distributed sales teams / agents