Case Study: Contact Center Assessment & Site Selection Saves $50 MM
More than 13 years leading large, complex projects across Retail and Telecommunications, from IT implementations and M&A to product development and process improvement.
View full bio →One of ApexCX’s predecessors, TRG applied their contact center assessment and site-selection process, yielding $50 million dollars in operational savings for a leading European automaker.
The Challenge:
This very successful European car maker asked Taylor Reach to assist it in assessing its’ contact center operations with a view to improving service and reducing expenses.
The Process:
Taylor Reach conducted a complete end to end assessment of the contact center, its processes and other business processes that impacted on the contact center. These included:
- Recruiting/Hiring
- Training
- Quality/Monitoring
- Coaching
- WFM and Staffing
- Forecasting
- Call and Contact Routing
- Operating Budgets and Costs
Taylor Reach also completed an operational cost assessment and presented these results to management.
The Solution:
New hiring practices were implemented to recruit for the desired skill sets. The process mapping review resulted in revisions to many of the processes to align them better with the objectives of the center and business. Workforce management and a more robust quality assurance process were also introduced to support more effective operations.
Based on the operational cost assessment Taylor Reach recommended that the company examine alternate locations with a view to reducing on-going operational expenses. We subsequently developed and issued a ‘blind’ RFP for a new center site within the US and Canada. More than 70 jurisdictions responded. With the responses in hand, the Taylor Reach team worked with internal finance staff to develop and validate a model to compare and contrast the operating expenses in each potential location versus the present one.
The Result:
In addition to the improvements in the operational performance driven by implementing our assessment recommendations, the client was able to identify more than $50 million dollars in operational savings that could be achieved in a new location!
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