Case Studies / Contact Center Management
The Northridge Group & Presidio Deliver a Workforce Optimization Roadmap to National Distributor
Utility / National Distribution
Scope
- The Northridge Group, in partnership with Presidio, was engaged to optimize the workforce management processes of a large national distributor’s call center with the ultimate objective of delivering a more consistent and efficient level of service. Forecasting was a prominent challenge as contact volumes are highly dependent upon weather fluctuations, appointment windows being met, and overflow calls from the local districts.
- By embedding industry best practices into the call center’s operational processes and developing an actionable roadmap for optimization, Northridge and Presidio enabled the client to elevate their overall level of performance to drive an improved customer experience while also reducing their cost structure.
Results
- Through a baseline assessment and a detailed analysis of their performance metrics to better understand the work drivers and operational pain points, the team developed a workforce management optimization roadmap.
- The recommendations to the left were immediately actionable and leveraged industry and functional best practices tailored for their unique environment.
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