Customer Success Stories
Our consultants have helped clients from all industries improve satisfaction levels while increasing the efficiency of their customer-facing operations. Below are just a few examples of where our team has made an impact:
Insurance
Business: Fortune 500 U.S. insurance company
Challenge: Insurer sought expert to improve procedures and productivity as well as identify cost-savings across its multi-site call center operations.
Solution: Identified inefficiencies among several existing workflow processes and pinpointed a need for centralized planning support.
Benefits:
- change in a workflow resulted in the reduction of 12 full-time employees plus improved cycle time for customers
- new forecasting and planning processes that accelerated response times without increasing staff
- work process changes for each staff member that improved employee satisfaction and engagement, while also improving productivity and performance consistency
Utilities
Business: Large U.S. energy company
Challenge: Energy company faced diverse and complex challenges as a result of a corporate merger, requiring assistance with call center site restructuring and performance management.
Solution: First developed a tool to run real-time “what if” scenarios against potential changes. The tool generated instant, accurate and meaningful results which substantially improved the confidence level of the key strategic decisions that had to be made.
Benefits:
- fact-based solutions for streamlining the number of company sites and enhancing their productivity
- guidance on the effective integration of outsourced solutions and in-house operations
- accurate resource requirement estimates that permitted more effective planning and a smoother transition to the new environment
Business: Foreign telecommunications organization
Challenge: Organization was struggling to meet performance objectives and was facing negative publicity as a result of service shortfalls
Solution: Provided comprehensive, in-depth, on site support for all facets of contact center management
Benefits:
- Provided the planning and support required to successfully integrate two centers into a consolidated operation
- Fully revised the quality monitoring and coaching programs to ensure performance more in line with customer need
- Provided training to frontline leaders and agents on key call center and customer service concepts, generating greater consistency in results while improving employee satisfaction levels
Financial Services and Banking
Business: U.S. financial services enterprise
Challenge: Financial services company required skilled help in securing a more reliable call center outsourcer and a dependable disaster recovery program.
Solution: Utilize our refined outsourcer selection process to restructure the center and continue to provide ongoing support to manager performance of the selected vendors.
Benefits:
- facilitated hire of outsourcer that saved the firm millions of dollars annually, while improving customer satisfaction
- installed new performance monitoring processes and tools that ensured consistency across the enterprise
- supported the creation of a robust disaster delivery program replacement resulting in substantial risk reduction for the company and its customers
Business: Top 10 U.S. bank
Challenge: Bank pursued expertise to help effective network of help desk operations reach world-class status.
Solution: Achieved desired improvements and implemented similar, positive results for other centers of the enterprise.
Benefits:
- development and delivery of custom models to determine and communicate staffing needs for optimal productivity and cost-savings
- identification of and revision to a key operational flaw which was severely limiting the value of an otherwise robust quality assurance program
- improved call handling procedures that reduced future call activity by answering questions before they arise
Retail
Business: Medium-sized U.S. retailer
Challenge: Retailer desired uplift in its call center revenue and operational functions.
Solution: Assessment of current outsourced operation and creation of comprehensive plan to move the center in-house.
Benefits:
- Developed and sold leadership team on the business case for changing key performance indicators governing the operation
- Identified nearly 5 million dollars of potential untapped annual revenue that could be realized through workflow and performance management revisions
- Provided guidance and support for a re-location plan to better capitalize on revenue opportunities