$1M
In Potential Annual Savings Identified
31%
Inbound Answer Rate Used to Create Strategic Roadmap
Overview
This for-profit, accredited university faced significant operational and technical challenges after implementing a new CCaaS platform. With a high volume of calls and a complex setup across 36 campuses, the university sought an external assessment to optimize its contact center performance and improve student experience. Insite conducted a comprehensive assessment, providing a clear roadmap to address performance gaps and unlock substantial ROI.
Challenges
The client’s recent expansion and open admission policy created new demands on its contact center. Although the university had implemented a Five9 CCaaS platform a year earlier, significant configuration challenges led to major performance gaps. With 1,001 Five9 agents—320 dedicated to admissions—the team lacked in-house expertise and consistent platform support.
Over a 15-week period, the inbound answer rate averaged just 31%, with many calls diverted to voicemail or queue callback (both at 18%) or transferred (7%). Outbound efforts also struggled, achieving only a 10.6% success rate. Given the complexity of managing over 1,000 agents, multiple IVR configurations, and numerous routing skills and campaigns, the university needed to identify how to reconfigure its Five9 environment to reduce call abandonment and improve overall efficiency.
This is the best this process has ever been. I really appreciate the direction the team has taken to drive improvements and proactively get ahead of needs. The new process is much easier to follow and has made a meaningful difference.
- Scott T. | Head of Customer Care Operations
Solutions
Insite provided a comprehensive assessment of the client’s operations and technology, focusing on the implementation and configuration of the Five9 platform. The solutions included:
In-depth Analysis of Five9: A deep analysis of the Five9 IVR and related telephony systems to identify technical misconfigurations and inefficiencies.
1:1 Discovery Sessions and Shadowing: Insite conducted one-on-one sessions with key employees to map out and validate current processes, understand their experiences, and gather essential information.
Data-driven Process Mapping: Client data was used to quantify the impact of current processes and create a detailed MegaMap Assessment of the university’s operations. This led to the creation of a clear Opportunity Index outlining key recommendations.
Results
Insite’s operational assessment identified key opportunities for improvement and provided a clear path to achieve significant ROI. The key recommendations and their potential impact are summarized below:
Staggered Shifts & Call Volumes: Implementing workforce management processes to align employee shifts with call demands was projected to increase Answer Rate and yield over $1 million in annual savings.
Lack of Accountability & Coaching: The recommendation for Coaching Training was projected to improve accountability and efficiency, resulting in $444,000 annually in savings.
Tool Misconfigurations & Productivity Gaps: Addressing misconfigured portions of the Five9 tool with Five9 Enhancements was expected to increase productivity and enhance student experience, saving an estimated $216,000 annually.
Reliance on Tribal Knowledge: Implementing a Knowledge Management System (KMS) would reduce reliance on undocumented knowledge, leading to a projected 2% increase in First Call Resolution (FCR) or $444,000 in annual savings.
No Standardized QA Tools: Insite recommended implementing Five9 Enterprise QM, which is projected to increase FCR and create $428,571 in annual savings.
Lack of Performance Visibility: A Universal Dashboard (Power BI) was recommended to provide a single source of truth for leaders, ensuring alignment across the organization and generating $444,000 in savings.
Conclusions
Insite’s expertise in conducting comprehensive operational assessments and leveraging data delivers a strategic roadmap for success. By meticulously analyzing the client’s contact center, Insite identified critical performance gaps and provided a clear, actionable plan to optimize operations, improve student experience, and achieve multi-million dollar savings.
As an implementation partner, Insite will work with your team to implement these recommendations, transforming a chaotic environment into a streamlined, high-performing organization.
Book a discovery call today to see how we can support your success.
