Task – Contact Centres | Diagnostic and Strategy

Rapid and independent assessment of call volume levers and tactics to reduce or mitigate those calls.

Project activity involved:

  • Established true root cause of call volumes, through rapid on-the-ground measurement, leveraging existing systems available.
  • Established new criteria for call coding, based on call volume drivers rather than product types.
  • Engagement with site management and staff about where action could be taken rapidly to address call volumes.
  • Alignment at an executive level about who was accountable for call volume drivers, leading to an acceptance of their own individual business units’ accountabilities.

Insight – Driving to a higher level of customer service can lead to fewer calls and falling costs.

Result – Able to confidently and accurately allocate costs, based on volumes, to the relevant business units.

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