In the event of a national or global health crisis, governments need to be able to act quickly to take control of the situation and swiftly put effective contact channels in place.
Crisis situations have the potential to escalate quickly and change daily, so any supporting contact centre solutions have to be reliable, innovative, agile and cost-effective.
Creovai’s Agent Workflow platform was selected by the British Government as the best solution to ensure strict process and compliance requirements were met while creating a seamless, user-centric experience for every person the agents spoke to via the UK’s Test & Trace programme.
The Challenges
When the Covid-19 pandemic required fast action to help control the spread, the British Government had to find a way to move at pace and support the public in tracking active cases of the disease. The ability to rapidly deploy a brand-new system to fully support contact centre agents was a crucial part of their response to the crisis.
Over 20,000 new home-working contact centre agents were recruited and many of them had never worked in a contact centre before. The new platform, therefore, had to solve 3 specific challenges.
1. Linking Legacy Systems
With many of the agents never having worked in a contact centre before, information being housed across multiple systems, and an anticipated high volume of calls, it was vital that the information agents needed could be accessed quickly and easily to avoid unnecessary increases in handling times.
The Government required a solution that would link multiple systems together and present agents with the right information at exactly the right time to enable seamless, reliable and efficient support for the general public.
2. Meeting the Strict Regulatory Criteria for Government Projects
Any service provider working on a Government project has to be able to demonstrate adherence to strict regulations, often granted in the form of certification or accreditations.
With so much potential risk to the Government’s reputation and to the wellbeing of the public, the selection process for choosing a provider is stringent. For this project, the Government needed to be sure that the company they chose to partner with could meet all regulatory criteria.
3. Rapid Onboarding of 20,000 Agents
Onboarding over 20,000 home-working agents within a matter of weeks created a logistical challenge for training, as they had to learn brand-new processes and be able to navigate their way easily through them.
It was imperative that each call would be handled accurately and efficiently according to important procedural steps.
Expecting agents to memorize processes and scripts before they made and received calls was unrealistic as it was essential that everything moved at pace.
The Government needed a solution that would enable faster onboarding and provide reliable support for the agents who were taking the calls.
The Solution
The British Government selected Creovai’s Agent Workflow product, via our partner Sitel, as the agent guidance platform that would support their contact centre agents through one of the most difficult times in modern history.
This platform provided dynamic guidance capabilities so that agents could be presented with the information they needed, exactly when they needed it, reducing call handling times and increasing capacity.
Agent Workflow presented the appropriate guidance to agents as they reached out to citizens who might have come into contact with the disease.
The agility of the platform and its adaptability to support a large number of users meant that it could be swiftly utilized for other critical incidents, including working with government agencies where businesses had gone into administration, or when companies had significant data breaches.
If a citizen tested positive for the disease, they received a call from one of the agents, who followed a script, guided by Agent Workflow, to explain the isolation steps they had to take.
With real-time guidance, the agent was also able to explain the necessary steps and capture the details of anyone who had come into contact with the infected person, enabling them to quickly step in to also contact those citizens.
The Benefits
Across nearly 20,000 agents, Agent Worfklow delivered an impressive:
- 241,000 script runs per day
- 6,100,000 script runs per month
- 57,840,000 script runs per year
Although many of the agents had never worked in a contact centre before, let alone a home-based agent position, Agent Workflow gave them the support they needed to confidently navigate through each call.
With so many fast-moving situations surrounding the global crisis, the Government was able to trust that each call was being handled in the right way to help protect the public and support the response effort.
This blog post has been re-published by kind permission of Creovai – View the Original Article
For more information about Creovai - visit the Creovai Website
About Creovai
Creovai exists to improve customer and agent experiences through powerful software solutions, purpose-built for the modern contact center. We believe customers shouldn’t dread reaching out for assistance—and agents shouldn’t dread handling complex customer interactions. Our Intelligence and Guidance technology equips contact centres with conversation insights that improves their ability to make decisions, elevates service standards, and provides real-time guidance to help agents assist customers with ease. Visit Creovai's website for more information on how we can help you deliver contact centre excellence. Find out more about Creovai
Author: Creovai
Reviewed by: Megan Jones
Published On: 10th Dec 2025
Read more about - Industry News, Case Studies, Creovai
