CASE STUDY | BPO Sector
Tactical Scheduling
Situation & Challenge
This BPO company faced a challenge in maintaining its CX scores due to a high number of relatively new agents (3-6 month tenurity) and a high volume of calls caused by the launch of a new project which forced it to freeze training and coaching activities. The client has been discussing a future expansion with the company yet with the ongoing situation the fear was not only of losing the expansion opportunity but being penalized if the CX scores drops below the contractual targets.
Solution
Analyzing the historical incoming call volumes and forecasts to determine peak days & hours and the days with the potential of off-queue activities.
• Collaborating with WFM teams to set schedules based on performance, replacing the weak performing teams that works on peak days with the top performing teams that work on relaxed days to:
✓ Reduce the number of negative interactions & surveys received by the weak performing teams on peak days (higher call volume & survey return rate).
✓ Increase the number of positive interactions & surveys received by the top performing teams on relaxed days (lower call volume & survey return rate).
✓ Utilize shrinkage/off-queue when availed on relaxed days to resume training & coaching activities and enhance agents’ performance.
Solution Steps
✓ Penalties averted.
✓ More training & coaching activities for new hires and outliers.
Results
Points increase in
nesting teams NPs
Increase in
First Call Resolution
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