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Case Studies / Contact Center
Contact Center Assessment Helps a Leading Global Digital Marketplace Improve ROI with Enhancements to Employee Retention, Technology, Operational Efficiency, and CX
Retail Industry
Challenge
- A leading global digital marketplace that specializes in connecting vehicle buyers and sellers engaged Northridge to conduct a full assessment of their Contact Centers due to Contact Center Maturity issues.
- Our assessment uncovered several challenges:
- Key leadership positions were unfilled or inappropriately filled
- The technology was aging and needed to be upgraded (especially the IVR, self-service, and call-routing technologies)
- Frontline associates weren’t being adequately trained
Approach
- Northridge partnered with this client to:
- Hire a new Contact Center Director and a new WFM Leader, each with appropriate expertise in key areas
- Redesign the recruiting and hiring process
- Evaluate the existing IVR, self-service, and call routing technologies
- Analyze the branch process
- Evaluate training options
- We made recommendations for technology changes and upgrades. This included:
- Designing IVR business requirements, metrics, and reporting requirements
- Designing a test strategy and approach, as well as an implementation strategy
- We recommended the development of a custom Frontline Excellence training program and provided guidance on the specific elements that would make the training program most successful
Business Impact
- When implemented, Northridge recommendations are expected to result in upgraded technology, better leadership, and better training. These enhancements will increase our client’s ROI by:
- Driving increased sales through improved Customer Experience
- Improving employee retention and performance
- Increasing operational efficiency (FCR, optimized handle times, and reduced escalations)
- Elevating self-service options
- Optimizing workforce (staffing flexibility, advanced call routing)
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