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Case study: Government Contact Center – How we assembled a team and handled 1,000+ calls daily in the first weeks of the military aggression

16.01.2025

When full-scale war broke out in Ukraine, the lives of millions changed in an instant. In the first days, confusion and panic were everywhere. Citizens were searching for answers to countless questions, unsure where to turn for help or support. However, as the weeks passed, it became clear: immediate action was necessary. In times of war, stable communication between people and the government is not just important—it is a matter of survival.

Client Request: Organizing Critical Information Support for Thousands of Citizens

The Government Contact Center approached us with an urgent request: to establish a fully operational contact center to facilitate direct communication between citizens and government institutions. The primary objective was to manage the overwhelming volume of inquiries from people in dire need—seeking evacuation assistance, humanitarian aid, and solutions to critical crisis situations.

Challenges and Pain Points Identified by the Client

The Government Contact Center was facing unprecedented difficulties, including:

  • A massive surge in calls, reaching thousands daily, with internal resources unable to handle the influx.
  • A large number of emotionally distressed callers who required not just information, but emotional support.
  • Frequent power outages, air raid alerts, and general instability that disrupted normal agents.
  • An urgent need to launch the project immediately, without the luxury of extended planning or preparation.

How Our Management Team Responded

Zenko joined the project within the first weeks of the war. We swiftly organized the contact center operations, reinforcing the client’s team with professional agents trained to work under extreme conditions.

Our Key Actions:

Rapid team formation – We assembled a team of 45 agents in record time, training them to handle various types of inquiries, from evacuation assistance to humanitarian aid distribution.

Ensuring operational continuity – The contact center remained functional even during air raid alerts and power outages, maintaining critical communication links between citizens and the government.

Prioritizing empathy – Our operators didn’t just provide information; they offered emotional support, ensuring that every caller felt heard and cared for, even in their most difficult moments.

Despite the uncertainty surrounding us, our team focused entirely on the task at hand. We did what we do best—listened, communicated, and helped, even when everything else felt unpredictable.

The Results We Achieved

  • 45 trained agents. actively working on the project

  • 1,000+ citizen inquiries handled daily

  • Reliable operations despite power outages, air raid sirens, and heightened emotional distress

  • Full project launch within the first weeks of the full-scale invasion

  • Effective processing of requests across all categories of citizen needs

The contact center continued functioning steadily, ensuring that citizens had an essential communication bridge to their government, even in the most challenging circumstances.

A Case of Rapid Action and Resilience

This project highlights the critical importance of swift and decisive action. When thousands of people rely on clear, immediate communication to navigate life-threatening situations, a reliable contact center becomes an indispensable tool.

At Zenko, we are proud to have been part of this crucial initiative—ensuring that, even in the darkest moments, people had a place to turn for guidance, assistance, and reassurance.

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