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Case Studies |
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Case Study 1 Organisation Profile: One of the top 5 Third Party International Contact Center – Chennai, India Mandate: Improve operations quality and efficiencies for 5 identified International accounts to be measurable in tangible dollar savings. Result: For the 5 accounts delivered an average of 22% cost savings besides significant increase in end customer satisfaction. Case Study 2 Organisation Profile: Leading Telecom Services Provider Mandate: To enhance the skills & knowledge of the vendor management team and streamline organization's vendor management program. Result: Post training delivery for the entire team of 30 plus vendor managers 25 got TCCS certification. Jointly carried four key projects on Quality – CSAT & Call Quality, Vendor SLAs, Workforce Management, Process standardization. Case Study 3 Organisation Profile: One of the top 3 Third Party International Contact Center – Delhi, India Mandate: To improve the efficiency in forecasting & scheduling Result: Trained and certified a team of 20 on TCCS – WFM advance program. Brought about approx. 12% average savings across all process
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Meeting CSAT targets, moved up 10 points Hiring throughput moved up from 8% to 15% Training throughput moved from 65% to 85% Mystery shopping scores moved up by 15% points Hiring & training cost went down by 10% Attrition down to 60 % annualized from 115% SL & RT targets being met consistently ESAT showing positive trend Cost per call reduced by 24% |
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Process Standardization Process documentation Process efficiencies Very well defined and practical and used BSC Prepared for ICMI & COPC site certifications Best in class IT infrastructure BCP & DRP deployed Multi vendor training road map deployed for all levels of workforce Internal monitoring (call quality) process redesigned and totally aligned with CSAT) |
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Case Study 4 Organisation Profile: Leading Domestic Outsourcing Services Provider, India Mandate: To transform the company from a pure Indian domestic player to a world class third party International service provider. This entailed building a business plan, help design the right product, transform the existing processes in line with global standards and prepare for recognized site certifications. The project also included enhancement of skills & knowledge of the entire workforce and Infrastructure planning. Results: |
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