Case Study: Streamlining Call Centre Operations for Efficiency
Challenge
Our client, a telecommunications company, operated a high-volume call center that faced several challenges:
Long Wait Times: Customers often waited for extended periods before speaking to an agent.
Agent Overload: Agents struggled to handle the influx of calls during peak hours.
Inconsistent Service: Quality varied due to manual processes and lack of standardized procedures.
Goals
Reduced Wait Times: Minimize customer wait times to enhance satisfaction.
Optimized Agent Workflows: Improve agent efficiency and reduce stress.
Consistent Service Quality: Ensure uniform service across all interactions.
Improve Sales Revenue: Ensure we could maximize revenue per talk minute for the agents
Reduce Average Handle Time: Maximize agent efficiency and impact on customer satisfaction.
Approach
1. Technology Upgrade
Call Deflection Strategy: Implemented a customer portal and a call deflection strategy to reduce the number of calls.
Automated Call Routing: Implemented an intelligent call routing system based on customer profiles and agent availability. Calls were directed to the most suitable agent.
Interactive Voice Response (IVR): Enhanced the IVR system to handle routine queries, freeing up agents for more complex issues.
Unified Desktop: Agents accessed a unified interface that integrated customer data, order history, and FAQs.
2. Workforce Management
Forecasting and Scheduling: Used historical data to predict call volumes and schedule agents accordingly. This reduced overstaffing and understaffing.
Aligned Organization: On observable AHT and scheduled and communicated the targets in planning and on the floor. With a Triggered Action Response Plan (TARP) to enter into if targets and higher than expected call volumes are reached.
Skills-Based Training: Cross-trained agents to handle multiple types of inquiries, ensuring flexibility during peak times.
Performance Metrics: Monitored agent performance metrics (e.g., average handling time, first-call resolution) to identify areas for improvement.
3. Quality Assurance
Standardized Processes: Developed clear guidelines for call handling, including scripts and best practices.
Regular Coaching: Conducted coaching sessions to address agent performance gaps and provide constructive feedback.
Customer Feedback Loop: Gathered feedback from post-call surveys to continuously improve service quality.
Results
Average Handle Times: Reduced by 25%
Wait Times Reduced: Average wait times decreased by 30%.
Agent Efficiency Improved: Agents handled 15% more calls per hour.
Consistent Service: Uniform service quality across all interactions.
Higher Customer Satisfaction: NPS scores increased by 20 points.
Improved Sales: Average deal size per talk time increased by 35%
“We went into hoping for an improvement in our NPS and Customer Satisfaction. But what we got was a new way of working. We are more deliberate in how we do the work and set aggressive and achievable targets. It’s a great thing. I’m so proud of my team.”
