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Home / Why TelHarbor / Cases

What the operations running on TelHarbor do today.

Cases

We do not publish customer names or promises: we publish what the platform measures. These are real operations, with figures from the last 30 days taken from the system queue reports.

Contact center · Costa Rica

26,500 calls a month across 22 queues

26,500calls a month
67agents
12 saverage wait

A service operation with 22 queues and 67 agents handles around 885 calls a day. The supervisor sees live status in the Operator Panel, and reports per agent, queue and hour come from the system itself instead of being assembled by hand. The average conversation lasts 1 minute 44 seconds.

What it solved

Comparable reports across campaigns and live visibility of the queues.

What it uses

Queues with overflow, Operator Panel, recording and per-agent reports.

See the Contact centers and BPO page →

Alarm monitoring · Costa Rica

13,500 calls a month with a 12-second wait

13,500calls a month
1024/7 queues
42operators

A monitoring center takes about 450 calls a day across 10 queues that never stop at night or on weekends. The average wait is 12 seconds and the average conversation 2 minutes 18 seconds. Every call is recorded and tied to the operator who answered it.

What it solved

Shifts covered without forwarding to cell phones, and response times that are measured.

What it uses

24/7 queues, recording, per-shift reports and monitored trunks.

See the Alarm monitoring page →

Electronic security · account code

The menu identifies the customer before anyone answers

4,300calls a month
14queues
18 saverage wait

In this operation the caller enters an account code in the menu. A dedicated service validates the code against the customer system before passing the call, and the operator sees the code next to the real caller number. That removes the routine of asking for details at the start of every call.

What it solved

Identifying the customer before answering, with no details dictated on the call.

What it uses

IVR with API validation, queues per service and reports carrying the account code.

See the Alarm monitoring page →

Healthcare · patients abroad

A local number in the country where the patients are

1local mobile number
2channels in one inbox
0personal cell phones

A healthcare company serves patients in another country using a local mobile number from that country, connected to the same platform. Calls reach the phone system and WhatsApp messages stay in the team inbox instead of on one person phone. If someone leaves the company, the conversation stays.

What it solved

Local phone presence without opening an office, and no WhatsApp on personal phones.

What it uses

International numbering, WhatsApp Business API and a shared inbox in the CRM.

See the Clinics and healthcare page →

Figures measured on the platform over the last 30 days. Each operation belongs to a different customer and is not named. Your own result depends on your operation: what is shown here is the size and type of use the platform sustains.

Want to see how your operation would look?

We walk you through the platform with your own case: your queues, your channels and your reports.

Book a demo