Interim Contact Center Management
| Project Background | The 450 agent call center supported multiple markets for a cable operator. Call center performance was dropping rapidly. Agent and management morale was low and turnover was climbing rapidly. Customer complaints and call volumes were rising. Management was searching for a Vice President of Customer Care to fill this key leadership role following the departure of the previous Vice President. |
| Business Challenge | • Address critical performance problems • Rebuild agent and management trust and morale • Provide day-to-day leadership while new Customer Care executive was hired. • Support new executive in transition to leadership. |
| Project Approach | • Assumed role of interim VP of Customer Care • Assessed recruiting, hiring, training processes • Assessed management structure, staff skills and strengths • Assisted with evaluation of new VP of Customer Care candidates and transition for new hire. |
| Business Benefits | Four month engagement: • Dramatically improved morale and agent attendance • lmproved monthly average service levels from below 50% to above 70% • Revived relationships with Marketing, Information Technology, Field Service • Re-defined quality and performance management processes • Transitioned role to new executive who continues to be successful |
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