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Rabbit & Pork develops tool to provide virtual service to ease pressure on call centres

By The Drum Network, Staff Writer

March 30, 2020 | 2 min read

Voice agency, Rabbit & Pork, have built a voice activated call centre as a short-term solution for brands to aid the unprecedented effects of the COVID-19 outbreak. The technology aims to ease the stress on call centres at a time where queries are at their peak and staff are having to work from home or are unwell.

Customers can interact with the service in multiple ways, via a smart speaker, such as Alexa or the Google Assistant, by phone or visiting a website, with all platforms running 24/7.

The latest innovation from the voice agency has been prompted by witnessing businesses, particularly in insurance, home broadband and travel companies having to cope with the sudden boom in calls; finding it unmanageable and in need of a rapid solution.

Some companies are reporting call waiting times of over two hours due to the combination of demand and staff shortages. The virtual customer service tool provides the information customers require instantly, reducing extensive hold times for frustrated callers.

Managing director of Rabbit & Pork, John Campbell, explained: “During a time of huge uncertainty, providing people with reassurance and fast, factual information is key. This tech allows immediate visibility of changes to your business due to the effects of COVID-19. Getting this information to customers in a conversational manner then reduces the need for customers to call. Allowing call centre staff to deal with more complex customer requests and reduce waiting times overall.”

Rabbit & Pork are already working with multiple businesses to get this implemented to provide additional support to call centres across the nation. Rabbit & Pork are the voice specialist agency of the independent network TIPi Group.


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