Case Study: Multi-Site Contact Centre Performance Improvement

Multi-site telco contact centre estate economics transformed into a driver for growth as a result of a >25% productivity improvement delivered by the implementation of best practice operational management model

1. Client Benefits

  • A cost saving of 27%, while at the same time service levels were delivered, improved quality scores was achieved, together with improved first call resolution.
  • A scalable and effective operating model to support the drive for customer acquisition and retention
  • An employee experience that increased retention

2. Introduction to Project

  • Two Atlantic Insight partners were responsible for both project management and providing planning & modelling support to a multi-site contact centre improvement project, for a major UK telecommunications business.
  • The contact centre estate comprised of 2000FTE across four UK sites.
  • An initial Operational Effectiveness Assessment evidenced poor performance reporting, ineffective planning, and minimal active management by the supervisors.
  • Examples identified of where actual resource did not match what was required - resulting in service level failure, high levels of advisor ineffectiveness and poor customer experience.
  • The objective was to achieve a 20% improvement in operational performance through a significant increase in productivity while delivering targeted service levels.

3. Solution

  • An Operational Management Framework was designed with the client, including improvements to forecasting, planning, active management and performance reporting.
  • Key performance measures were aligned to strategic and operational objectives, and a new reporting tool was launched based on advisor hierarchy.
  • Best practice forecasting and planning tools were designed and implemented to ensure that actual staffing levels closely matched with requirements.
  • A new supervisor coaching methodology was designed and implemented across all four sites.

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