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.