Call center for EFKA – OAED – OPEKA:

VOICELAND gave the solution of unifying 3 call centers into 1 and helped these state agencies better manage a huge volume of incoming calls.

An overview of the project

When EFKA (National Social Insurance Entity) found out that it was able to answer only 5% of incoming calls from citizens, it sought a more modern solution for its call center. The Ministry of Labour and Social Affairs needed a more comprehensive public service solution for two more agencies, OAED (Labour Employment Organization) and OPECA (Organization of Welfare Benefits and Social Solidarity).

The creation of a unified digital call center at 1555 for all three agencies was therefore the best solution.

VOICELAND and DATABANK united their forces and were able to realize it, without even the need for new call center equipment, but using VoIP telephony and modern automated functions for call centers of this range.

Read more about VoIP telephony and how much it costs.

Already more than one million calls to 1555 had been answered within six months of the project's launch!

What was asked from VOICELAND?

To operate properly a single and modern digital call center with real-time service, protection of personal data, and interconnectivity between operators, regardless of the location of each agent, the following features were activated:

1. Flexibility of connectivity for agents working in the offices of the agencies (wherever in Greece) and also remote (from their home)
2. Recording and saving all calls for one year
3. Announcement of the caller's location when waiting
4. Encryption of calls (end-to-end encryption as GDPR prerequisite and storage of information for 1 year)
5. Efficiency reporting of call service (to the agency and to the Ministry)

Later, the callback feature was also activated, i.e. call back to the caller as soon as possible, so that he does not wait on the call for as long as the system is overloaded with active calls.

Implementation of the project – Call center 1555

The connection of the three call centers came through the activation of a common Web Client so that all calls were served by the common number 1555. The cloud call center was connected to a CRM so that agents could forward requests to the respective agency through a ticketing process.

In the future, the real-time call forward can also be activated for specialized employees of the agencies. The data of the calls are stored in the system so that the employee will be able to call back the citizen if necessary.

In case remote access is required when circumstances require it (e.g. recommendation for work from home), the VoIP call center remains fully functional and safe for working from home agents and back-office. Already from the first weeks of operation of 1555, there was a need to expand the number of servers, due to the huge volume of incoming calls.

What we achieved:

1. Vertical increase in the quality of customer service
2. 90% reduction in implementation budget compared to a physical call center
3. Flexibility in the way you work without discounts in the quality of service
4. Service three organizations with one VoIP call center
5. At least 200 server locations and their connection to the center
6. Storing information in compliance with GDPR
7. Accessing data only to authorized users
8. Ability to analytic efficiency reporting and real-time supervision
9. Voice messaging function

95% of calls do not exceed 20” waiting time!

Opportunities to support the project in the future

Establishing the call center for EFKA, OAED, and OPEKA is a project looking forward to the future. VOICELAND intends to integrate features that can be expanded, customized, and improved in the future.

In particular, the plan includes possibilities for:

1. upgrading call flow
2. optimizing the caller's experience
3. adding new services of the Ministry to the same number

Adding more operators and unifying their call centers in 1555 is also a supported feature offered by VOICELAND.

Call center hosting is done on Amazon infrastructure, the most powerful hosting option today.

To get to the point for the call center 1555

VOICELAND has undertaken and processed a very important telecommunications project of three state bodies using modern technologies, with the average number of replied calls per day reaching 10,433!

The experienced VOICELAND executives helped to make the best decisions about the functions and patterns of call service.

"85% of those calling 1555 now get an immediate answer to their questions!"

Kostis Hatzidakis, Minister of Labour 2021

The world is moving forward and the future of organizations, state and private, is pushing for change with digitization at the heart. Automation and flexibility at work are the keys to making organizations more productive and at the same time reducing their operating costs.

EFFΚA, OAED, and OPEΚA have made the beginning and the outcome, in addition to managerial and financial expansions, there are social expansions, too. Citizens are served properly and at the best time. We are here to see more such projects and initiatives upgrading the organization in the state machinery and welcoming new technologies within it.

Organizations that contributed to the call center 1555 project:

Deloitte, Teleperformance, Mediatel, E-Value, Ministry of Labour & Social Affairs, DATABANK, Aws, Priority