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CUSTOMER CARE OPTIMIZATION Optimizing of a fortune 500 Customer contact center

OUR PARTNER'S CHALLENGE

Our partner, a Fortune 500 company with a customer contact center, was experiencing high employee turnover along with low service level adherence, decreased productivity & declining customer satisfaction scores. Deciding that they need a solution to this problem, they reached out to IntelliSource to help turn the trend around.

OUR FOCUSED APPROACH

We assessed, planned and implemented a strategy that would help our customer reclaim their world-class customer experience by optimizing the variable workforce through proven and documented best practices, processes and implementation methods which included the following:

ESTABLISHING ALIGNMENT

We worked as a partner with our customer to maintain accountability and a collaborative partnership.

MANAGING & MONITORING

Working with the customer allowed us to determine the key reports to identify trends and opportunities to make the appropriate changes needed for success.

IMPLEMENTATION OF SOLUTIONS

Our methods strengthened the performance management programs for all resources. Through process development and refinement, we ensured consistent processes & communications.

EMPLOYEE APPRECIATION PROGRAM

A development program was created to sustain healthy cultural dynamics, resulting in a highly engaged and productive workforce.

SALES TRAINING PROGRAM

We created a training program to maximize sales opportunities with the inbound call team & grow their selling skills.

RESULTS

  • DECREASED WORKFORCE ATTRITION BY 85%
  • IDENTIFIED OVER 400 PROCESS IMPROVEMENTS
  • REDUCED NEW HIRE READINESS TIME BY 50%
  • SAVED 60 ADMINISTRATIVE HOURS PER MONTH THROUGH STREAMLINED REPORTING AND PROCESS REFINEMENT
  • IMPROVED PHONE SERVICE LEVELS FROM 76% TO 90%
  • NEARLY TRIPLED PRODUCTION CAPACITY TO 1,500 MONTHLY TRANSACTIONS PER PERSON

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