$2M
Saved Through Process Optimization
22%
Schedule Adherence Improvement
+9pts
Increase in Forecasting Accuracy
Overview
Our client is one of North America’s largest energy and home services providers, serving millions of customers across multiple brands. To support growth and seasonal demand spikes, they sought to optimize workforce management, streamline processes, and enhance the customer experience across their contact centers.
Challenges
The client aimed to optimize workforce management (WFM) to reduce operating costs without impacting service levels. They needed to improve standard operating procedures (SOPs) and provide comprehensive training to ensure consistent adoption company-wide.
Seasonal demand spikes during the summer created staffing challenges, as outdated forecasting models resulted in schedules that were either over- or understaffed.
In addition, inconsistent messaging and limited feedback loops caused knowledge management gaps, allowing outdated content to persist. Domestic and global contact centers struggled to provide accurate, timely support without access to the information their teams needed.
The client partnered with Insite to identify opportunities to enhance technology, streamline processes, and improve both WFM and the customer experience.
“The WFM team’s support has been instrumental in achieving a high standard of service. Consistently responsive and solution-oriented, the team delivers exceptional work complemented by thorough documentation. Their efforts have significantly contributed to the alignment of internal processes with our global contract.”
- Dennis D. | Executive Director
Solutions
Insite conducted a comprehensive evaluation of the client’s workforce management practices across all business lines. Our analysis identified the consequences of outdated forecasting methods and how scheduling variability affected financial performance.
We uncovered inefficiencies in knowledge management, process mapping, and staff augmentation practices. Based on these findings, we recommended critical improvements to optimize operations and reduce costs.
Insite experts also provided ongoing support and training to ensure successful implementation of new SOPs, forecasting tools, and process enhancements, enabling the client to achieve measurable operational improvements.
Results
By implementing Insite’s recommendations, the client achieved measurable improvements across multiple operational areas:
- Improved schedule adherence: Our transparent, simplified scoring methodology increased adherence by 22%, with potential annual savings of $930,000.
- Enhanced attrition reporting: An internal, database-centered attrition tool provided comprehensive real-time reporting, enabling more accurate planning for new hire needs.
- Streamlined reporting and AUX codes: Consolidating, updating, and defining AUX codes in IEX standardized reporting across systems. Staff retraining ensured consistent adherence, allowing accurate queue monitoring.
- Optimized staffing for non-peak intervals: A newly developed forecasting model reallocated 78 hours per week to higher-volume periods, generating an estimated $300,000 in labor cost savings.
- Improved forecasting accuracy: By unifying 10+ previously incompatible forecasting tools into a single capacity planning platform, forecasting accuracy improved from -8% to +1% over a 16-week period. This closed the 100% accuracy gap by 7%, enabling the client to staff 4–5% closer to projected volume and realize $750,000 in savings.
Conclusion
By leveraging Insite’s expertise in workforce management, process optimization, and knowledge management, the client successfully transformed operations across multiple business lines. Our recommendations and hands-on support helped standardize SOPs, improve forecasting accuracy, and streamline staffing practices—resulting in measurable cost savings, more efficient resource allocation, and a stronger customer experience.
This engagement demonstrates how partnering with Insite can provide actionable insights and practical solutions to complex operational challenges. From enhancing WFM to implementing sustainable process improvements, our services enable companies to reduce costs, optimize staff performance, and deliver consistent, high-quality experiences to customers at every touchpoint.
Ready to optimize your contact center operations? Schedule a discovery call to speak with our experts.
