Wonderful & HK Observatory
In Hong Kong, climate is highly unpredictable, with typhoons, storms, and other severe weather conditions frequently disrupting people’s daily life. In such environment, the HKO has been taking the responsibility of producing and forecasting accurate weather information to the public and issuing warning signals when necessary. However, when severe weather strikes, the Observatory’s inquiry hotline often experiences surges in call volume, posing a significant challenge in ensuring call connection rates and service stability.
To ensure the stability of inquiry hotlines and smooth call handling, we offered a comprehensive call center system with a range of features. This system supports the Hong Kong Observatory in providing uninterrupted service to public, ensuring the call center operates 24/7 without interruption.
Ensuring Smooth Communication: A stable and efficient call routing system capable of handling high-concurrency calls ensures that no inquiry is overlooked.
Clear Internal Management: Provides an efficient interface for internal staff, enabling them to quickly handle calls and manage multi-line operations effectively.
Call Recording: Records every phone conversation, facilitating future inquiries and improving service quality.
Reporting System: Our system supports automatic generation of Excel reports. This report includes date, attending staffs, queue time, etc. It provides clear data support for staff management.
Alert System: This feature helps the Observatory to set up a desired overtime calling duration. Ensuring every call is handled properly during peak period.
Requirements Analysis: We conducted multiple discussions with HKO to gain an in-depth understanding of their objectives, designing tailored solutions to meet their needs.
System Testing: Before the official launch, we carried out multiple rounds of testing to ensure the stability of IVRS system functions.
Employee Training: We provided comprehensive system training to help internal staff of HKO to get familiar with the system.