A major publisher was experiencing rising contact volumes and costs. Their internal and outsourced resources were stretched to the max and their service and quality levels were at all-time lows.
The solution involved a complete review of the existing processes and procedures and in-depth study of the call arrival patterns, causal events, and a full operational audit. A full redesign of the process, its metrics was proposed.
With the client on side, all calls were removed from the internal center and the existing outsource call center and moved to a new outsourcer (BPO). Significant training based upon the skills and competencies required to support the customers was provided. Following the cut-over the call volumes surged from day one, increasing to more than 20,000 calls per day, due in large part to the prior poor service levels. This prior poor service created a backlog of unresolved issues. Within a week call volumes had subsided, service and quality targets were being achieved and the both the AHT (Average Handle Time) and first call resolution rates were at new record highs.
Within six months the company had reduced its center operating cost by more than 50% (more than $1,000,000) and maintained industry-leading service and quality performance.
The company received the Teleperformance Grand Prix Gold Award for Customer Service as the Best Customer Service Call Center in its vertical in Australia! Two of our senior partners were involved in delivering this success story.