Refining Headcount for Seasonal Projects without Losing Value​

Case Study (US)

The Challenge

Seasonal field and contact center team in the primary care setting working each year from October – March. ​

Each season, headcount ranges from 300–500 FTEs. As a result, there is a constant opportunity to understand how to better realign territories and optimize reach and frequency to the right customers without sacrificing quality.​

​Our Solution​

In partnership with the manufacturer, we analyze different datasets and create models to forecast the outlook for each season to determine the most efficient allocation of resources. ​

The Results​

​Dependent on the projected seasonal forecast, the team has increased and decreased by more than 33% each season without sacrificing value to HCPs by adding efficiencies for low and high-touch customers.​

​Utilizing retention initiatives, the team is staffed with close to 70% of high-performing individuals from previous seasons.