TRG Drives Service Level Improvement in 6 weeks.
TRG helped an established services organization dramatically improve their service level in only 6 weeks through an integrated approach to service delivery.
The Challenge:
This very successful services organization faced a number of challenges; high turnover, low agent productivity, incomplete and inadequate training materials. All of these deficiencies lead to continued poor service performance. The company’s service level was very unsatisfactory with very few calls being answered in 20 seconds, and more than 35% of all calls abandoning. They sought out the guidance of TRG to improve the service performance of their call center.
The Process:
TRG worked with the center to implement a revised hiring and training process. In addition TRG mapped all processes operating in the call center.
The Solution:
New hiring practices were implemented to recruit for the desired skill sets. The process mapping resulted in revision to many of the processes to align them better with the objectives of the business. Workforce management was introduced to support more accurate forecasting and scheduling.
The Result:
By implementing the recommendations made, the company improved the service level 10 fold and at the same time reduced abandoned calls by more than 75%. Turnover dropped by more than 90% in the same period.
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