Project Background |
A major health insurance company serving nearly 50 million members with over 24,000 providers and annual revenues of over $2 billion. 400 CSRs in two locations linked as a virtual center. Company regularly ranks among best in class in customer service and employee satisfaction |
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Business Challenge |
Advice sought by management on right number and sizing of call centers. Need to increase scheduling efficiency without negatively affecting agent morale. Required independent assessment of overall call center performance. |
Project Approach |
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Business Benefits |
The assessment yielded several key recommendations which included:
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Project Background |
A division of a major cable operator serving over 500,000 subscribers in a metropolitan region. The division provides video, high speed internet and digital phone products to both residential and commercial customers |
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Business Challenge |
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Project Approach |
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Business Benefits |
Expected benefits from the engagement include:
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