A case of quarterly peak support for a people’s livelihood hotline in Guangzhou government

Project introduction: Exclusively providing outsourcing services for a government public hotline with more than 100 people.
Customer demand: Under the scenario that there must be two sudden peak seasons in winter and summer (more than 5 times normal), the backup agent emergency support plan is used to ensure that the annual connection rate is not affected.
solution:

High mobility:
? The backup agent goes online suddenly within 3 hours
High performance:
? The backup agent reduces the overflow rate by 20% during the peak call period
High value:
? The backup agent emergency plan increases the customer KPI compliance rate by 25%