Results Operational Excellence Case Study 1

Operations Case Study

Improved Call Center Performance Supports Business Growth

By Joe Giordano, Operational Excellence

Situation – Customers of this mid-size B2B and B2C client were experiencing extended phone delays when attempting to call in orders. These long delays resulted in unacceptable abandonment rates for the company, severely impacting order processing and limiting revenue. Not only did this performance issue directly affect the company’s ability to grow, it also resulted in failing customer service levels and poor employee morale. Given the rising level of customer and employee complaints, the situation was compounded with increased operating costs due to the many failed attempts to alleviate the problem. The severity of the problem created an urgent need which required immediate remediation; the company could not wait for technology to solve the problem.

Solution – Penn Valley Group conducted a thorough analysis of the call center which identified the underlying issues relating to:

  • Work Assignments
  • Resource Allocation
  • Supervisory support & Intervention
  • Planning & Forecasting
  • Metrics & Analysis

PVG then led this client through a series of clearly defined steps to develop and implement a Contingency Plan which first addressed the immediate situation. Then, in collaboration with the client, we created a permanent Management Operating Model for each respective area of their operation. This model addressed:

  • Forecast & Planning
  • Measurement & Thresholds
  • Interventions
  • Management Activities & Routines
  • Supervisory Performance Controls
  • Employee Feedback & Development
  • Quality
  • Technology
  • Training

Results – After implementing the Contingency Plan, the client experienced almost immediate and dramatic improvements including:

  • 88% reduction in hold times over 3 day period
  • Abandonment Rate reduction (lost calls) of 90%

Once the permanent Management Operating Model was established, the client achieved:

  • Forecast model accuracy within 1.5% for volumes and revenue
  • Supervisory and management staff dedicates 70% of time to support frontline employees
  • ASA within operating target of 27-30 second consistently
  • Abandonment rate within operating target of <2%
  • Model supports revenue and volume increase of 20%+ growth

Learn More about PVG's Proven Operating Models

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