Financial Services
Customer Experience & Service Delivery
How one of the nation’s largest credit unions partnered with Northridge to assess current-state staffing, evaluate growth projections, and implement data-driven workforce strategies to reduce cost and mitigate performance risk tied to understaffing.
The Challenge
One of the nation’s largest credit unions sought to assess its current customer service staffing and growth strategies to ensure future planning decisions aligned with industry best practices.
Key priorities included:
Reviewing 5-year headcount projections and the impact of volume variability
Evaluating the efficiency of current hours of operation and resourcing model
Addressing post-COVID Work-at-Home (W@H) staffing challenges
Reducing the risk of contact center understaffing while managing cost
The Strategy
Rather than make incremental staffing adjustments, Northridge conducted a comprehensive review of workforce planning, operational hours, and location models.
The strategy focused on:
Leveraging a structured Capacity Planning Model
Forecasting staffing needs based on volume, average handle time, and shrinkage
Evaluating multiple hours-of-operation scenarios
Comparing remote, hybrid, and in-office workforce models
Aligning staffing decisions with technology, training, and engagement considerations
The goal was to create a scalable, data-driven staffing foundation that supported both growth and cost discipline.
The Execution
Northridge conducted a structured workforce and operational assessment to evaluate staffing models, hours of operation, and post-COVID work configurations. Using a data-driven Capacity Planning Model, the team forecasted future staffing needs and assessed performance risk across multiple growth scenarios.
Key actions included:
Applying a Capacity Planning Model to forecast staffing needs based on volume, handle time, and shrinkage
Modeling four hours-of-operation scenarios to balance member experience and cost efficiency
Evaluating remote, hybrid, and in-office workforce configurations
Assessing technology, training, and engagement considerations for each staffing model
Developing structured workforce recommendations and policy updates
The Impact
Northridge recommendations positioned the credit union to:
Mitigate performance risk tied to contact center understaffing
Reduce operating costs through optimized staffing alignment
Improve member experience through better coverage in core hours
Implement a sustainable, hybrid work model with clear governance
Establish ongoing maintenance of a data-driven capacity planning model
The engagement created a long-term workforce strategy grounded in measurable forecasting, operational efficiency, and risk reduction.
experience + excellence
Let’s Strengthen Your Workforce Strategy
Sustainable customer experience performance requires disciplined forecasting, aligned staffing models, and operational clarity.
Let’s build a workforce plan that supports growth, reduces risk, and improves member experience.
