Our client’s existing teams were inefficient and decentralised. They were not performing optimally due to their structure and inconsistent processes and training. Efficiency was a key area of opportunity.
The client managed four teams across therapeutic and service areas, in which each team was specialised, with limited cross-training:
With four contact centres’ programs in motion, the caller experience often included transfers and long hold times to get the information they required. Procedurally, the separation resulted in disjointed data sets as each team would open and close a new case when a call transfer occurred.
We hired high-performing representatives to deliver improved customer service and quality levels. We implemented strategies to create synergies and streamline headcount, while maintaining the same levels of productivity and delivering an efficient and customer-focused service:
Our customer engagement model provides fluid interaction which integrates with the CRM to enable a single view of the customer journey.
Our new structure, team sizes, reporting lines, leadership and cross-training approach transformed service delivery:
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