Companies I cooperated with
Case Studies
1. Increasing the Service Level with a reduction of the monthly cost
Problem:
The Company, a prominent heat-not-burn tobacco devices provider, faced operational challenges with low service level adherence and a high volume of calls in their outsourced call center.
Objective:
To improve service level adherence, reduce Average Handling Time (AHT) for the top call driver, and optimize operational costs without expanding the support team.
Solution:
I utilized Six Sigma methodologies to analyze and optimize customer support processes.
The focus was on identifying and addressing the top call drivers, streamlining workflows, and enhancing overall efficiency.
Implementation:
Working collaboratively with the Outsourcer, recommended changes were implemented, resulting in a significant reduction in AHT for the top call driver and improved overall service levels.
Results:
AHT for the top call driver reduced from 7 minutes to 4 minutes.Service level adherence increased by 25%.
Monthly cost savings of $35,000 to $40,000 were achieved without additional hiring.
2. Reduce Attrition by Prevention and Mitigation
Problem:
The Company, a leading business process outsourcer, faced significant challenges with high attrition rates, impacting their ability to maintain a stable and skilled workforce and provide consistent service quality.
Objective:
To reduce attrition rates and enhance talent acquisition strategies for a more stable and efficient workforce.
Solution:
I implemented a comprehensive two-fold solution focusing on hiring process improvements and team leader best practices:
Hiring Process Review:
Conducted a thorough analysis of the existing hiring process to identify and address bottlenecks.
Collaborated with HR teams to streamline the recruitment process for a more effective and targeted talent acquisition approach.
Team Leader Best Practice Review:
Identified and documented best practices among high-performing team leaders through interviews and surveys.
Developed guidelines and training modules based on these practices to enhance leadership skills across the organization.
Implementation:
Working closely with the departments involved, I implemented changes in the hiring process and initiated training programs for team leaders to incorporate best practices.
Results:
Attrition Reduction:
Achieved a significant reduction in attrition from 40% to 15% year over year.
Improved Hiring Efficiency:
Streamlined hiring processes led to a more efficient recruitment cycle, enabling effective onboarding of qualified candidates.
Enhanced Leadership Practices:
Adoption of best practices by team leaders resulted in improved team morale, productivity, and employee satisfaction.
3. Software implementation (Salesforce and OpsGenie) to ease workload and average speed of answer
Introduction:
The Company, a leading provider of industrial chilled and frozen storage solutions, faced challenges with their outsourced emergency call handling.
The existing process was overly complicated, leading to delays in issue resolution as agents had to perform multiple outbounds.
This resulted in the inability to answer all incoming emergency calls promptly.
Objective:
To simplify and optimize the emergency call handling process, enabling agents to efficiently address and escalate issues during the first interaction.
Solution:
I proposed a comprehensive solution involving the reverse engineering of the existing process and the implementation of automated tools:
Process Reverse Engineering:
Analyzed the current emergency call handling process to identify bottlenecks and areas of complexity.
Redesigned the workflow to simplify and expedite issue resolution.
Salesforce Integration:
Leveraged Salesforce to automate and streamline the case management process.
Integrated Salesforce with the existing systems for a seamless transition.
Opsgenie Notification System:
Implemented Opsgenie, a notification system, to alert the relevant engineers instantly when a critical issue was reported.
Enabled real-time collaboration and quicker response times.
Implementation:
With the support of the outsourcer, we executed the proposed changes, ensuring a smooth transition to the optimized emergency call handling process.
Results:
On-Call Escalation:
Agents were now able to escalate and report multiple cases during the first interaction with customers, eliminating the need for multiple outbounds.
Workload Lightening:
By automating the process and implementing Salesforce and Opsgenie, agents experienced a significantly lighter workload.
Improved Call Answer Rates:
The streamlined process resulted in agents being able to answer a higher volume of emergency calls promptly.
4. Implementation of Quality Analysis and DSAT Investigation
Problem:
The Company, a significant player in the e-commerce marketplace industry, faced challenges caused by the absence of a structured quality analysis and Customer Satisfaction (CSAT) investigation process. This led to inefficiencies and a high percentage of customer dissatisfaction.
Objective:
To establish a systematic quality analysis process and implement a CSAT investigation flow to enhance overall customer satisfaction.
Solution:
I collaborated with them to address challenges through the following steps:
Building Quality Analysis Process:
Defined and implemented a structured quality analysis process.
Established criteria and benchmarks for evaluating customer interactions.
Developed a systematic flow for investigating low CSAT scores.
Identified key touchpoints for customer feedback collection and analysis.
Template Creation:
Designed templates for consistent and standardized quality analysis reporting.
Created templates for documenting and analyzing CSAT investigation findings.
Team Building and Training:
Assembled a dedicated team for quality analysis and CSAT investigation.
Conducted training sessions to familiarize the team with new processes and methodologies.
Implementation:
Over six months, I worked closely with the Company to implement new processes through continuous collaboration, training sessions, and iterative improvements.
Results:
Quality Improvement:
The structured quality analysis process contributed to a 15% increase in overall service quality.
Reduced DSAT Generated by Agents:
Implementation of the CSAT investigation flow resulted in a significant reduction in dissatisfaction (DSAT) generated by agents, decreasing from 35% to 5%.
Proven Systems.
A Lean Method.
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