Labor Optimization

The Northridge Group – A Leading Management Consulting Firm

Quality Monitoring

Optimizing your workforce

Creating seamless and innovative customer experiences that outshine the competition can be challenging. Stay ahead of the curve by equipping yourself with the right data and analytics to benchmark your performance.

At Northridge, we partner with organizations to extract crucial data and unearth valuable insights. Our expertise enables leaders to make informed decisions that not only enhance customer satisfaction but also boost their bottom lines.

Quality Monitoring

Labor Market Analysis

Is your Contact Center in the right location to attract the talent you are looking for? This is often a difficult question to answer because there are so many competing considerations.

As part of a general labor market analysis, The Northridge Group assists clients with:

Staffing & Facilities Assessments

Our comprehensive staffing and facilities assessments result in recommendations for optimizing staffing efficiencies in current locations and in additional locations/facilities if necessary based on the competitive environment, the current labor market, pay rates, the organization’s work from home strategy and utilization of current and future facilities. When assessing against future growth, if additional facilities will be needed, we will include the best way to optimize the future use of existing and potential new facilities in our analysis.

InSource/Outsource Ratio

Outsource partners can provide labor balancing and cost savings to organizations; however, keeping the essential customer functions in-house is key when driving relationship-based growth strategies. Northridge can help you determine what insource/outsource ratio is optimal for your business.

Location Assessments

Our comprehensive location assessments include an evaluation of all current and potential new locations to determine which locations or combination of locations would most optimally meet your organization’s business goals. If our assessment indicates that new locations are needed, we will provide expert guidance on site selection strategy based on workforce availability, alignment with educational and experiential needs, the competitive environment, local pay rates and site costs. Optimal site locations are important for business continuity, time zone coverage and effective utilization of domestic/offshore and in-house/outsource resources.

experience + excellence

The NRG Labor Assessment

Would a full assessment of your existing training programs help you to gain a better understanding of what’s working, what isn’t …and what’s available that will work for your operation?

We provide businesses with the tools they need to make informed decisions. Once our assessment is complete, our team of experts will work with you to build a custom solution that fits your needs. Our use of state-of-the-art technology guarantees you’ll be able to access your data whenever and wherever you need it.

The NRG Difference

Programs for Frontline Excellence

The Northridge Group’s Frontline Excellence Programs help organizations improve critical service levels, drive an enhanced Customer and Employee Experience and enable consistency across the organization for lasting, scalable results.

Key outcomes include:

Building and strengthening frontline leadership (manager/director) capabilities
Enhancing performance management through common cascaded metrics and a dashboard
Developing a process for regular dialogues on performance through daily huddles and visual display boards
Creating structured coaching through dedicated coaching time, different coaching formats, and calibrated call evaluation
Identifying process improvement opportunities and embedding a root cause problem-solving approach at the frontline

Our goal is a seamless partnership to help define the strategic vision for a continuous improvement program among the frontline service teams, strengthen the coaching and management model and ensure adoption by and capability transfer to the organization for sustained performance.