# Insite Managed Solutions Case Study Full Content Index Source: llms-full.txt Generated: 2026-07-08 Pages included: 20 Approximate word count: 10999 This file contains the complete Challenge, Solution, Results, and Full Story content for 20 client case studies from getinsite.io. Each entry below reflects the reviewed and approved copy for that case study. Direct client testimonial quotes have been intentionally omitted from this file pending resolution of a duplicate-attribution issue on the live site. For the curated link index, see llms.txt at https://getinsite.io/llms.txt --- Source: How Nearshore Contact Center Expansion Strengthened Customer Retention URL: https://getinsite.io/case-studies/contact-center-nearshore-location-analysis/ Industry: Business Services Capability: Staff Augmentation --- ## Challenge With massive growth opportunities and catalog expansion to additional industries on the horizon, the client wanted to ensure continued exceptional experiences for and close relationships with their number one priority: their current customers. Leadership identified nearshore service options as a critical customer retention initiative and partnered with Insite for proactive support in establishing a viable new contact center to deliver on customer demand before beginning expansion efforts. We leveraged our experience from supporting over 250 client organizations across more than 800 physical contact center locations to evaluate the client’s needs and make the best recommendations to drive operations to their future state vision. Our assessment focused on several critical elements of our client’s current state and project engagement needs including: * Current contact center operational trends * Our client’s readiness to evolve and capability to implement necessary advanced technologies * Optimal location options conducive to providing customers with nearshore support * Off-site talent acquisition ## Solution To meet the client’s need for recommendations within a minimal timeframe, we completed an intensive 3-week sprint to evaluate both current state and the potential synergies of 19 international locations with nearshore capabilities. Using the countries with the most sought-after and saturated contact center markets worldwide as a baseline, our team identified 29 performance variables proven to impact profitability. Our expert analysts collected, validated, and normalized data across numerous sources to build a comprehensive data set. Because the deliverable for this client required a unique and highly detailed approach, our team developed a custom algorithm based on the key indicators to score each location’s viability for partnership. We identified the top 5 country contenders. To provide the client with a full framework and supporting content for both establishing and staffing their new contact center, we delivered both our nearshore location analysis and comprehensive direction in acquiring top talent in their chosen country. ## Results With the guidance of our nearshore analysis, the client chose a highly compatible and profitable location for their new contact center. Our custom algorithm drove the client to build in an area with outstanding wage and contract rates and educational market maturity, a large population of talent, government regulation on business practices, and high resiliency of network and power grid. Our talent acquisition guidance outlined practices to increase the attraction and retention of top talent. We provided detailed methodologies to create market and demographic-appropriate job descriptions, source local partnerships, design a competitive wage structure, and build an approach for establishing and leveraging work-at-home processes to increase talent pool across additional viable geographies. Upon completion of our engagement, the client realized their best possible outcome while creating cost and time savings in both research and operations. ## Full Story Known for providing communication services to the world’s most successful hospitality brands, including over 5,000 hotels, our client is the go-to resource for brands needing to enhance scalability and profitability by streamlining technologies and cultivating customer-centric, cost-effective experiences. The leading hospitality communications company, which provides services to over 5,000 hotels and was planning catalog expansion to additional industries , partnered with Insite to realize their critical customer retention initiative: establishing a viable new nearshore contact center. To deliver on customer demand and ensure continued exceptional experiences , Insite completed an intensive three-week sprint, evaluating 19 international locations using a custom 29-variable algorithm to score each location’s viability. This approach allowed the client to move quickly and make a data-backed decision. With the guidance of Insite’s nearshore analysis, the client chose a highly compatible and profitable location , which offered outstanding wage and contract rates, a large talent pool, and high resiliency of network and power grid. Insite also provided comprehensive direction in acquiring top talent, including methodologies for creating competitive wage structures and leveraging work-at-home processes. Upon completion of the engagement, the client realized their best possible outcome while creating cost and time savings in both research and operations. Ready to optimize your contact center operations? Schedule a discovery call to speak with our experts. --- Source: Insite Helps Leading Medical Insurer Reduce Benefit Call Errors and Save $1.6M URL: https://getinsite.io/case-studies/health-insurer-training-efficiency-1-6m-savings/ Industry: Healthcare & Insurance Capability: Customer Experience --- ## Challenge This client services an enormous customer base, making accurate and comprehensive analytics one of the most critical components to understanding what drives the success of their operations. They have stayed at the forefront of the medical insurance industry by proactively identifying opportunities and practicing continuous process improvement to drive innovation and success. The client faced several key challenges: * High rates of errors on benefit calls, affecting accuracy and customer satisfaction * Inefficient use of analytics to identify process improvement opportunities * Difficulty translating complex metrics into actionable insights for leadership and frontline teams * Need to upskill staff in data-driven performance analysis and process optimization With a top priority on efficiency and an exceptional customer experience, our client sought to upskill their Customer Service and Claims Management teams by enhancing their data and process analytics skills. Additionally, they wanted to rationalize their metrics into concise and high-value reports, including what KPIs to track, metric targets, and an optimized reporting schedule. The client partnered with our experts to engage in our proprietary ccSigma™ Training Program and gained valuable, comprehensive, education and best practices for their leadership and frontline. ## Solution Our engagement began with a two-tiered approach to meet the client’s need to improve management analytical skills and achieve their overall efficiency goals. ccSigma™ Yellow & Green Belt Training: This proprietary program applies the concepts and tools of Sigma methodology to the operations of contact center and non-customer-facing operational environments. Our client’s leadership, management, and frontline teams all gained advanced techniques to efficiently analyze performance opportunities, develop high-impact solutions, and quantify the business results. Project Execution Support: Following initial training, we implemented support measures to guarantee our client’s optimal use of their advanced analytics skill set. Our experts mentored their staff and reinforced the training material beyond the classroom through frequent “working sessions” to drive accountability and ultimately deliver a rapid return on investment. The client was also able to rely on our team for assistance in executing new solutions identified through the practice of our training. To provide optimal support across a variety of newly identified projects, we took a deep dive into departmental operations to identify improvement opportunities and pinpoint the root causes of suboptimal processes. From there, we recommended more efficient practices that could be easily implemented now that staff had the advantage of ccSigma™ Training. Our experts continued to support and train staff where needed to ensure successful execution of these new initiatives. ## Results We pride ourselves on our historical track record of delivering quantifiable monetary value in every engagement through efficiency and/or revenue generation improvements and this engagement followed suit. With our support, this client gained significant results: * Projected Top Error improvement of 7,039 benefit calls per year, a 60% reduction from previous error-logged practices. * $1,600,000 in savings from optimized analytical processes and staff training. ## Full Story For more than 60 years, this best-in-class medical insurance company has prioritized customer health and wellness, been centered on the health and well-being of customers across the U.S. Today, more than 17 million people turn to them for health plan coverage and insurance products. Through Insite’s proprietary ccSigma™ Training Program and continuous Project Execution Support, this best-in-class medical insurance company achieved significant, quantifiable results. The engagement delivered millions in savings by optimizing analytical processes and upskilling staff. Furthermore, the project successfully improved call errors, leading to a substantial reduction from previous error-logged practices. By leveraging Insite’s cross-industry expertise and data-backed methodologies, the client successfully transformed its operations, setting a new benchmark for competitive productivity and efficiency in the healthcare industry. Ready to optimize your contact center operations? Schedule a discovery call to speak with our experts. --- Source: Proving AI Value: How a Hospitality Leader Validated $1.5M in AI Savings URL: https://getinsite.io/case-studies/proving-ai-value-1m-hospitality-ai-savings/ Industry: Travel & Tourism Capability: Artificial Intelligence --- ## Challenge Despite strong technical progress, the company struggled to connect AI deployments to quantifiable outcomes. * No standardized process for collecting baseline metrics prior to AI go-lives, creating ambiguity in savings validation. * Reporting and dashboards were often built after deployment, limiting the ability to measure performance early. * Underperformance, such as missed containment targets or low feature adoption, could go unnoticed for months. * Limited coordination across Product, Tech, Operations, Training, and Finance hindered rapid problem resolution. * AI features were treated as “complete” at launch rather than continuously optimized. As AI investments grew, leadership needed a structured, accountable approach to ensure deployments achieved their expected ROI and contributed to financial targets. ## Solution To unify measurement, accountability, and financial validation, the company established the AI Value Realization Program, with Insite’s leading efforts across all AI initiatives. Key components included: Baseline & Measurement Discipline * Partnered with Workforce Management and Finance to capture historical performance ahead of every AI launch, ensuring accurate comparisons post-deployment. Performance Monitoring & Optimization * Collaborated with Product Owners across Chat, Voice, and Salesforce to compare projected outcomes to actuals, identify underperformance, and recommend corrective actions. Cross-Functional Feedback Loops * Consolidated insights from Operations, Tech, and Training to address adoption gaps, workflow issues, system logic challenges, and training opportunities. ROI Validation & Governance * Maintained a centralized ROI Calculator using Finance-approved inputs, ensuring all savings flowed consistently into budgets, forecasts, and workforce plans. Operational Insight Development * Provided leadership with clear visibility into cost savings, efficiency improvements, and guest experience outcomes enabled by AI. ## Results The introduction of the AI Value Realization Lead established a consistent, data-driven approach to managing AI performance. Through disciplined measurement and optimization, the company has already validated over $1.5M in savings, with a clear line of sight to the $6M FY2026 target. Key outcomes included: Omilia IVA (Voice Automation) * 38,929 call reductions within four months, saving ~$156,847. * 5% containment of calls, delivering $32,490 in direct savings. * AHT reduction of 36 seconds, generating ~$79,700 in annualized savings and labor hours. * Identified 26% agent under-adoption and recommended workflow refinements to capture additional value. Ada Chatbot (Chat Automation) * Absorbing 15% of Direct Support volume with 58% containment. * $28,304 in savings achieved in the first 28 days. * Forecasted reductions in chat agents beginning in November, generating $35,910 in savings. * Combined impact projected to reach $205,734 over the next five months. Guest Diagnostic Tool (GDT) * Automated identification of ~42,000 cases. * $297,000 in avoided support calls through automation. * $537,000 saved from reduced escalations. * Total validated value of $1.13M since deployment. Folio & Email Case Automation * 75% reduction in folio copy requests through self-service adoption. * 57,000 email cases routed automatically with improved accuracy and agent alignment. These results reinforce the impact of a structured value realization approach, converting AI innovation into tangible financial outcomes. ## Full Story A global travel and hospitality company accelerating its use of AI across voice, chat, email, and backend operations to improve efficiency and enhance the guest experience. As AI-enabled features were rapidly introduced, the company recognized a widening gap between launching AI and realizing measurable business value. Without consistent baselines, transparent reporting, or structured performance follow-through, ROI validation became challenging, potentially jeopardizing the company’s FY2026 goal of $6M in verified savings. To address this, the organization introduced a new job role, the AI Value Realization Lead, assigning Insite to ensure each AI initiative delivered validated, bankable financial impact. By establishing the AI Value Realization Lead role, the company gained a dedicated mechanism to measure, validate, and maximize AI performance across all initiatives. Insite’s work introduced the rigor, transparency, and cross-functional collaboration necessary to ensure AI investments directly support financial goals. Through disciplined baseline tracking, continuous optimization, and structured ROI governance, the company transformed AI from a series of technical projects into a measurable, strategic driver of savings and operational excellence. Insite’s framework, now applied internally, positions the organization to meet and exceed its $6M FY2026 savings target, while building a repeatable model for future AI deployments. See what’s possible. Book a discovery call and let’s move your business forward. --- Source: $4.5M in Savings Achieved After Insite Redefines Vendor Contracts and Improves Staffing Strategy URL: https://getinsite.io/case-studies/home-automation-vendor-contracts-improve-staffing-strategy/ Industry: Utilities Capability: Workforce Optimization --- ## Challenge Despite leveraging several outsourcing partners, the company struggled to maintain consistent staffing coverage, scheduling efficiency, and service level performance across vendors. * Resource planning and scheduling processes varied widely by partner. * Limited visibility into staffing data made it difficult to forecast and adjust to changing support volumes. * Misalignment between internal and external teams created communication breakdowns and uneven customer experiences. As performance gaps persisted, the company sought to reassess its outsourcing approach, first transferring scheduling and planning responsibilities to an existing vendor, then redelegating them back in-house for greater control. ## Solution The company partnered with Insite to accelerate this transition and build a more unified and cost-effective support model. Insite guided the team through each phase of optimization, including: * RFP Development & Administration: Designed and managed a detailed RFP to existing vendors outlining staffing models, technical capabilities, handoff processes, and escalation management. * Vendor Evaluation & Benchmarking: Utilized Insite’s proprietary tools, including cost modeling, pricing benchmarks, and scoring frameworks, to evaluate proposals and identify savings opportunities. * Operational Recommendations: Provided insights on vendor relationships, proposal strengths and weaknesses, and technology alignment to ensure efficiency and scalability. * Implementation Support: Oversaw setup of the selected BPO to meet contractual obligations and deliver stronger coordination between internal teams and external partners. ## Results Insite’s partnership delivered measurable, high-impact results across financial, operational, and workforce management areas. Through a combination of vendor optimization, advanced workforce planning, and technology alignment, the company achieved a total savings of over $4.5 million in its first year. Key outcomes included: * 16.2% reduction in negotiated labor rates, driving immediate cost savings across multiple vendor contracts. * 21% overall decrease in labor costs due to optimized scheduling, improved forecasting accuracy, and performance-based staffing strategies. * Streamlined multi-vendor coordination, improving communication and accountability between internal teams and BPO partners. * Enhanced workforce visibility, allowing leadership to make data-driven staffing decisions and reduce idle time across contact centers. * Faster implementation of workforce management tools, leading to increased productivity and reduced operational friction. By redefining its workforce management framework, the home automation company was able to significantly improve efficiency, enhance partner performance, and reinvest savings into innovation and customer experience initiatives. Conclusions Insite’s expertise in conducting comprehensive operational assessments and leveraging data-driven insights provided a strategic roadmap for transformation. By meticulously analyzing the client’s workforce management processes and vendor operations, Insite identified key performance gaps and delivered a clear, actionable plan to optimize efficiency, enhance customer support experiences, 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. ## Full Story A leading home automation company known for its innovative smart products that make homes more intuitive and connected. As the company expanded its product line and customer base, it relied on multiple BPO partners to deliver customer service and technical support. However, inconsistent staffing approaches, fragmented scheduling processes, and limited visibility across vendors led to missed performance targets and customer satisfaction scores below expectations. To regain control and improve efficiency, the company decided to re-evaluate its outsourced support structure, first delegating resource planning and scheduling to a current vendor, then transitioning those responsibilities back in-house for greater oversight. --- Source: How Insite Transformed Outbound Performance With CX Technology, Automation, and Data Strategy, Boosting Appointments by 67% URL: https://getinsite.io/case-studies/outbound-dialer-optimization-cx-technology/ Industry: Personal Care & Consumer Services Capability: CX Technology --- ## Challenge Prior to Insite’s engagement, the beauty and personal care company had purchased a dialer platform, however, the technology was only partially utilized. Although the firm captured qualified leads from several sources, the leads were not organized according to sales potential. Furthermore, agents dialed outbound sales calls manually. The department’s appointment-to-lead ratio fell below target through disorganization and low call volume. ## Solution Insite embedded within client operations to understand the current state. We reworked the dialer platform to enable it to be used by all outbound dialing agents. We built real-time reporting dashboards to monitor performance and drive actionable insights. Agents began using automated preview dialing systems to place their calls. Next, Insite began cleaning and formatting incoming marketing lead data for smooth integration into the dialer. We also organized the mass lead repository into three triage buckets: green, orange, and red. * The green bucket holds new leads no older than three days. These leads provide the highest sales potential and receive a set number of dial attempts over the next three days. * After four days, leads transition to the orange bucket where they are nurtured with a different approach. * The red bucket contains leads older than eight days. Contact is attempted for a set duration until they either schedule an appointment or fail to respond. Insite also deployed a program to reflect the area code of the location called. For instance, if the lead resides in New York City, the 212 area code appears when their phone rings. ## Results With agents using the automated dialing system instead of dialing manually, outbound dials jumped from 24,153 in June 2021 to 156,794 calls in June 2022. This resulted in higher lead list penetration and an increased contact rate. Appointments set per lead increased by over 22%, and the greatly increased “Speed to Lead” factor contributed to this success. Although the number of leads in the same month decreased from 13,249 in 2021 to 7,016 in 2022, the appointment conversion rate improved from 41% to 67%. Conclusions Insite’s strategic optimization of the outbound dialing process enabled the beauty and personal care company to dramatically improve lead-to-appointment conversions. By automating dialing, cleaning and organizing lead data, and prioritizing high-potential contacts, the company achieved record-high appointment rates, increased sales conversions by 26%, and improved overall efficiency. These results demonstrate how data-driven processes and technology enhancements can deliver measurable, sustainable growth. Ready to move your business forward? Schedule a discovery call today. ## Full Story A North American beauty and personal care company recently partnered with Insite to optimize its outbound dialing department. The company’s goal was to improve the process of converting leads into appointments, thereby achieving its sales conversion objectives. --- Source: $2M Saved: Insite Drives Massive Workforce Optimization for North America’s Largest Energy Retailer URL: https://getinsite.io/case-studies/wfm-optimization-energy-retailer-contact-center/ Industry: Utilities Capability: Workforce Optimization --- ## Challenge 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. ## Solution 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. ## Full Story 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. 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. --- Source: How Self-Service Boosted Customer Experience and Saved $800K for a Grill Manufacturer URL: https://getinsite.io/case-studies/optimizing-self-service-to-elevate-customer-experience/ Industry: Consumer Packaged Goods & Services Capability: Customer Experience --- ## Challenge The company relied on an outsourced partner to manage customer service inquiries related to warranties, parts, recalls, and general information. However, during peak grilling season (June through August), call volumes spiked significantly as market share increased. To maintain service quality while continuing to grow, the company needed to reduce reliance on live agents and improve self-help capabilities that could effectively deflect calls during high-demand periods. ## Solution Insite conducted a comprehensive operational assessment to uncover the greatest opportunities for enhancing customer self-service. Our team took a data-driven and hands-on approach, examining 18 critical areas across the business to understand how customers were engaging with support channels and where friction existed. Each area was assessed and scored using a red, yellow, and green rating system to clearly prioritize the most impactful improvements. To ensure a complete picture, we gathered insights through multiple methods, including: * Listening to customer calls to identify recurring issues and missed self-service opportunities * Analyzing operational data to pinpoint bottlenecks and patterns in contact volume * Conducting on-site interviews with teams across departments to understand current workflows and pain points * Observing technology usage to evaluate system effectiveness and identify underutilized tools This holistic assessment provided the foundation for a targeted self-help strategy designed to reduce inbound volume, improve resolution rates, and enhance the overall customer experience. ## Results Using these findings, Insite developed targeted recommendations and actionable solutions to enhance self-service performance across all support channels. We helped the client: * Strengthen online account management by capturing additional customer information during account creation, enabling auto-fill, standardizing authorization processes, and expanding online management capabilities * Enhance chat functionality through the implementation of virtual agents, resulting in improved resolution rates and higher customer satisfaction (CSAT) * Leverage SMS messaging to provide real-time updates on shipping, order confirmations, and stock availability * Expand IVR self-service options to include tracking and order management features, supported by more robust data capture for improved automation ## Full Story A leading outdoor cooking brand, known for pioneering some of the first modern grills and continuously shaping industry standards, faced growing challenges in maintaining a seamless customer experience. As their market share expanded, seasonal call volume surged, particularly during peak summer months. Their outsourced customer service team struggled to keep pace, resulting in long hold times and missed opportunities to improve customer satisfaction. To support continued growth and enhance the customer experience around warranties, parts, recalls, and general inquiries, the company sought to reduce call volume by expanding self-service options. They partnered with Insite to identify where and how to strengthen their digital and automation capabilities to deliver faster, more efficient support. By partnering with Insite, the large grill manufacturer successfully achieved its goal of enhancing the customer experience while driving significant contact center savings. These initiatives were a direct response to a substantial rise in call volume during the busy season and the need for effective self-service technology. The newly implemented solutions not only increased customer convenience and efficiency but also reduced inbound call dependency during peak season. This transformation empowered the company to sustain its rapid growth trajectory while simultaneously elevating the quality of the customer experience.

Ready to move your business forward? Book a discovery call today to see how we can support your success. --- Source: Insite Improves Forecasting Quality and Efficiency by 36% for a Leading Home Warranty and Services Provider URL: https://getinsite.io/case-studies/insite-improves-call-center-forecasting-quality-home-warranty-and-services-provider/ Industry: Utilities Capability: Workforce Optimization --- ## Challenge Due to the nature of their business, customer usage can significantly increase during weather and climate changes. As a result, they struggle to forecast accurately and predict volumes, creating capacity and scheduling gaps. The outcome delivers poor Service Lead results for customers when they need the product/service the most. To overcome this challenge, they requested an evaluation of their current forecasting methods to identify improvement opportunities and build improvements into the forecasting approach. ## Solution Through two intense days, Insite completed an evaluation. We met with 15 individuals and collected over 50 reports to immerse ourselves in their business operations. Leveraging the information we gained while on site, we then worked remotely to draw numerous correlations between internal and external factors on call volume. Using these data points, we developed a forecast to plan the work volume minutes required to meet call volume demand. Testing against known data points, we refined the forecasting. Listed below are our findings: * Although the initial correlation linking weather events to claims was marginally correct, there was a much higher correlation between original claims to calls. * As we reviewed claims by state, we found it was not a simple curve based on temperature. Instead, the correlation linked claim volume to a specific “event” caused by average temperature increases each week. We used this method to forecast the weeks following an “event.” * When temperatures rose, customers were more prone to call and make a claim while staying on the phone longer, leading to a 40% increase in workload through AHT and call volume. ## Results Based on these findings, we were able to provide this call center with an accurate forecasting tool and make the following recommendations: * Establish “New Claims” and monitor against claims that are reworked. * Utilize the improved forecasting model and update data weekly. * Implement weather monitoring weekly, leveraging known call patterns to make near-term planning adjustments. Conclusions This home warranty provider faced challenges forecasting customer demand because usage would jump significantly with weather changes. This made it hard to schedule staff and led to poor customer service. Insite analyzed their operations and found a strong correlation between new claims and calls, particularly associated with weekly temperature increases. This led to a huge workload spike. By implementing Insite’s new forecasting model, the provider achieved a 36% improvement in forecast accuracy and significant savings on staff and authorizations. The result is a consistent customer experience and cost savings. See what’s possible. Book a discovery call and let’s move your business forward. ## Full Story This home services company has provided various home warranty, repair, and maintenance services for over 35 years. With a network of more than 40,000 independent skilled service technicians, they help their customers solve problems every day – and their contact centers provide support 24/7/365. They faced workforce management challenges, so they partnered with Insite. --- Source: Non-Profit Contact Center Achieves 31% Sales Growth with Insite’s Sales Enablement Training URL: https://getinsite.io/case-studies/non-profit-contact-center-sales-training-31-growth/ Industry: Non-Profit Capability: Sales Enablement --- ## Challenge As the trusted non-profit authority for responsible dog owners, our client is the expert in dog breed,
health, and training information. They needed to add revenue-generating activities to their customer
service agents’ scope of duties but lacked a sales training program and facilitators with the expertise to upskill employees appropriately. With a sizable population of tenured agents, our client knew they needed to implement a training program capable of optimizing agent buy-in. They partnered with Insite for a custom training solution to resolve this training gap and ensure maximal skill adoption and utilization for significant ROI. ## Solution Our experts performed a comprehensive evaluation including interviews, data analyses, process mapping,
benchmarking, and observation of both new and tenured agents handling top call drivers. We discovered
several key insights that indicated a dire need to transform their knowledge management system: * Call Center Training Assessment:
Our training experts assessed the client’s existing training materials and processes to determine which skills needed to be introduced or further prioritized in their new custom sales curriculum. We identified a need for value-based sales training with an emphasis on our consultative sales call flow methodology. The 5-module curriculum focused on the skillset required to establish a meaningful relationship with customers, effectively communicate product benefits, and overcome objections to close the sale. * Call Center Performance Management Toolkit: 
We provided a custom Performance Management Toolkit and trained leaders on utilizing its 7 tools to ensure full integration of new skills into daily operations. These resources supported leadership in further developing and tracking agent sales performance outputs by enabling productive and effective communication and coaching sessions. * Train-the-Trainer Certification & Facilitator Guide:
Through our Train-the-Trainer solution, our client’s training and supervisory teams were certified to facilitate our training in-house moving forward. Participants observed multiple training sessions facilitated by our experts, attended one-on-one training and feedback sessions, and were required to demonstrate content mastery before achieving formal certification. We developed a highly detailed Facilitator Guide to provide a comprehensive resource for reproducing the training content with the same effectiveness as when conducted by Insite’s training experts. ## Results Our custom call center Sales Training Program, Performance Management Toolkit, Train-the-Trainer certification, and Facilitator Guide empowered the client to increase sales of value-added products and achieve record-breaking sales performance. In addition to improved employee engagement and customer loyalty and satisfaction, our client saw significant increases in employee buy-in, sales activity, and profitability. * 31% increase in agent sales within 30 days, achieved after completing only 20% of the training * $160K annual revenue growth within 60 days of training kickoff, with month-over-month sales up 27% * 30% of new hires reached commission threshold within their first 30 days * Record-breaking daily sales achieved within 60 days, and new benchmarks continue to be set regularly ## Full Story The leading non-profit organization for dog breed, health,and training information and services needed to improve sales performance and profitability. They leveraged Insite’s contact center assessment and custom call center training solutions to achieve record-breaking sales. This engagement showcases how Insite’s Sales Training and Enablement solutions equip contact centers to transform customer interactions into measurable revenue growth. By combining skill-based training, leadership coaching, and scalable in-house enablement, our programs deliver sustained performance improvements long after implementation. If your team is ready to strengthen sales effectiveness and uncover new revenue potential, schedule a 15-minute discovery call with our experts to explore how Insite can help. --- Source: Call Center Technology Audit & Vendor Renegotiations Save Cruise Line $3.4M+ URL: https://getinsite.io/case-studies/call-center-technology-audit-cruise-line-savings/ Industry: Travel & Tourism Capability: CX Technology --- ## Challenge When new executive customer experience leadership came aboard this leading cruise line, they made 5-star customer service a top priority. To optimize CX technology and processes, they decided to transition ownership of their CCaaS technology contract from their customer service BPO partner to in-house management. Because the BPO had handled a large portion of our client’s customer service and sales activities across lines of business, this shift presented a significant opportunity to advance and innovate their operational standards. Recognizing the need for a strong partner, they chose Insite to support this transition and their long-term CX strategy goals. We began by conducting a call center technology assessment, evaluating their CCaaS vendor contract, and managing the contract transition. With our expertise, they were able to chart a new course toward CX excellence. ## Solution We performed a comprehensive call center technology and vendor contract assessment, uncovering significant inefficiencies in the BPO’s contract governance. Although the BPO had partnered with a leading CCaaS provider, contract oversights resulted in millions of dollars in annual wasted spend for our client. * License Auditing Oversight:Our assessment revealed that the customer service BPO had not performed a license audit since implementing the platform. This oversight cost our client millions of dollars every year in licensing fees for users who had transitioned roles or left the organization.
We audited the users, eliminated hundreds of unused licenses, and renegotiated a new CCaaS contract with a concurrent licensing package. Additionally, we established a monthly auditing process to control costs and prevent surprise fees, significantly improving the client’s cost per license and strategic planning capabilities. * Overpaying for Obsolete Capabilities: 
Our client paid for a premium suite of unused capabilities that did not align with operations or goals. Regardless of role, every user had access to all features, including a quality management package. Only a fraction of the BPO’s users utilized this add-on, equating to approximately 30% of the company’s users. Despite this limited use, our client purchased full-access licenses for the entire organization.
This add-on only offered predefined quality standards that did not apply to the cruise industry. Without the ability to customize vocabulary and best practices, the predefined standards could not translate communication about guest loyalty status into quality metrics. The BPO’s quality team addressed this deficiency through manual scoring corrections, which resulted in our client incurring additional labor costs to perform activities that this feature should have been able to handle independently.
Our experts assessed the CCaaS capabilities, identifying those critical to operations and eliminating those without value. We then negotiated a new contract that included only features designed to drive innovation and performance improvement. ## Results In addition to providing a more effective standout customer experience, we enabled our client to achieve operational cost savings of $3.4M+. * Auditing and removing hundreds of unused licenses, as well as renegotiating contract terms and pricing, resulted in cost savings of over $ 1 million annually. * Optimizing their new vendor contract for better performance and in-house management decreased overall CCaaS expenses by 52% or $282K monthly. * Identifying and eliminating inapplicable and underutilized capabilities saved the client $2.4M+ annually. ## Full Story With exceptional amenities and service and 330 desirable destinations, this leading cruise line has a reputation for delivering unforgettable experiences. New leadership wanted to optimize their CX technology, so they are always ready to go the extra nautical mile for guests. By partnering with Insite, they redefined the standard for CX excellence and secured their spot as the best cruise line on the Seven Seas. --- Source: How Insite Helped a For-Profit University Save Millions After a CCaaS Implementation URL: https://getinsite.io/case-studies/operational-assessment-improve-contact-center-performance/ Industry: Education Capability: Journey Mapping --- ## Challenge 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. ## Solution 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. ## Full Story 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. --- Source: Transforming Customer Experience and Saving $123K+ with Contact Center Optimization URL: https://getinsite.io/case-studies/how-to-increase-call-center-productivity/ Industry: Travel Capability: Customer Experience --- ## Challenge As North America’s favorite indoor waterpark resort, our client sets the standard for family fun. Our client prioritizes regular assessment of their operational and training processes and performance to enable continuous improvement and ensure guests always receive the highest value experience possible. They partnered with Insite to evaluate their customer service and sales operations and identify opportunities to improve the customer experience while increasing workforce efficiency and profitability. ## Solution Our contact center consulting experts performed a Time and Motion study (TAM) to evaluate workflow efficiency and performance of our client’s live call customer interactions. We analyzed 255 calls across the customer service and sales lines and uncovered a pattern of inefficiencies, including: * Low sales conversion, upsell and cross-sell rates * Unproductive call flow activities created time and labor cost waste * Poor customer service and sales training utilization and insufficient product knowledge * Suboptimal IVR structure required duplication of customer effort * Inadequate approach and effort to build customer rapport and understand guest needs to personalize sales recommendations Along with our comprehensive TAM study, we provided an Opportunity Index that identified and quantified the metric impact of these inefficiencies. This tool supplied the client with recommendations to resolve these inefficiencies and realize rapid, measurable, and sustainable results to help our client achieve their goal of continuously improving operations for an unparalleled customer experience. ## Results The TAM study identified vital opportunities to significantly improve the customer service experience, eliminate unproductive activities, and optimize service and sales training skills to increase labor cost savings and sales conversions for greater revenue. Our experts saw an opportunity to provide refresher training on effective Sales Call Flow methodology and the client’s full menu of products and current promotions. Increasing product and offer knowledge empowered agents to replace 8.33 daily hours of silent “dead air” with productive conversation to build customer rapport and establish greater customer loyalty and NPS. Upskilling agents with best practices for sales interactions helped them assume more sales, overcome objections, and successfully upsell and cross-sell additional products and services to drive more significant revenue. We recommended optimizing IVR functionality to turn hold time into productive time for a faster and effortless live call experience. By capturing critical account details, readying payment information, and more accurately routing customers to the appropriate support line, our client significantly reduced agent workload while providing customers with a more seamless and productive service experience. ## Full Story The nation’s leading indoor family waterpark resort and lodging company partnered with Insite to identify inefficiencies impacting the customer experience, labor costs, and revenue growth. They leveraged Insite’s expertise to strategize for greater productivity, profitability, and customer satisfaction. --- Source: Revolutionizing Budgeting and Forecasting for a Top Tier Automotive Giant URL: https://getinsite.io/case-studies/workforce-as-a-service-forecasting-budget-optimization/ Industry: Automotive Capability: Workforce Optimization --- ## Challenge Prior to Insite’s engagement, the client faced several financial management challenges. The existing forecasting process suffered from inefficiency due to a lack of clear timelines and procedures, often leading to delays and inconsistencies in meeting objectives outlined in supplier Statements of Work (SOW). Ensuring continuous alignment with budget targets across various departments and supplier engagements was also a complex and time-consuming endeavor. Furthermore, a lack of predictability in forecasting resulted in frequent inquiries from suppliers regarding future staffing needs, creating additional administrative burden. Finally, time spent in finance meetings was extensive, often focused on reactive problem-solving rather than proactive strategic planning for future impacts. ## Solution Insite implemented a comprehensive approach to address the client’s financial management challenges: * Enhanced Forecasting Process: Established clear timelines and procedures for the forecasting process, ensuring the client consistently met SOW objectives and maintained budget alignment. This included monthly partnerships with key personnel to update locked forecast timelines and continuously improve underlying files. * Automation and Process Enhancements: Introduced various automation improvements and process enhancements that significantly streamlined and accelerated the forecasting cycle. * Proactive Budget Management: The Insite team took on a critical role in managing the client’s Contact Center budget, actively tracking and monitoring spend. They served as the go-to resource for updates on budget performance, providing timely insights to the client’s Finance team. * Data Trust and Guidance: Provided reliable data that consistently proved to be ahead of the client’s internal tracking, fostering deep trust with the client’s Finance team and guiding critical business decisions. ## Results The Workforce as a Service (WFaaS) solutions implemented by Insite yielded significant, measurable benefits for the client: * Accelerated Forecasting Cycle: The forecasting cycle was completed two days ahead of schedule, a direct result of the automation and process enhancements introduced. * Increased Predictability and Confidence: Both the client and its suppliers expressed appreciation for the increased structure and predictability of the new process. For the client, this translated to fewer supplier inquiries about future staffing needs and greater confidence in their forecasts. For suppliers, it enabled better resource planning and alignment with business needs. * Trusted Financial Partnership: The Insite team became a trusted resource, with the client’s Finance team and key stakeholders repeatedly expressing trust in Insite’s data, which often outpaced their own internal tracking. * Significant Time Savings: The time spent in monthly finance meetings was reduced by 50% in 2025, thanks to the clear, easy-to-follow changes implemented in the forecasting and budget tracking process. * Shift to Proactive Strategy: The time given back to the team allowed them to focus on strategizing for future months and upcoming impacts, shifting their approach from reactive to proactive. Conclusions This case study demonstrates the critical importance of robust financial management and the power of tailored solutions in navigating complex organizational changes. By providing strategic, data-driven approaches to forecasting and budget optimization, Insite empowered the client to achieve significant operational efficiencies, enhance predictability, and free up valuable time for proactive strategic planning. The measurable improvements in forecasting accuracy, meeting time reduction, and increased confidence highlight Insite’s capability to transform financial operations. If your organization is looking for similar impactful results in financial efficiency and strategic decision-making, our customized solutions can help.

Book a discovery call today to see how we can support your success. ## Full Story A multinational automotive company focused on designing, engineering, manufacturing, distributing, and selling vehicles and components, faced the complexities of a newly merged entity. To ensure greater accuracy, predictability, and efficiency, the client sought to streamline its financial forecasting and budget management processes. Insite partnered with them to implement tailored Workforce as a Service (WFaaS) solutions that delivered significant improvements in financial operations and strategic planning. --- Source: Customized Leadership Training Drove a 25% Boost in Agent Performance for This Healthcare Organization URL: https://getinsite.io/case-studies/call-center-management-training-improves-customer-service/ Industry: Healthcare & Insurance Capability: Training & Certifications --- ## Challenge This company relies on a 93-person contact center and a team of 9 call center supervisors to service its members. At the time, many of their supervisors had advanced to other positions, promoting their call center agents within. Although these new supervisors were top performers in their agent roles, they had little-to-no leadership or past managerial experience.

Consequently, customer service declined as their call center leadership team faced coaching gaps. Furthermore, they needed to get their supervisors up to speed as the busy Open Enrollment season was approaching. This company needed tools to help pinpoint where to best spend their coaching time and what Customer Service Representative (CSR) behaviors they should be looking for. They wanted to focus specifically on the skills to coach the following critical behaviors centered around high-performing customer service: * Active listening * Critical thinking * Understanding how to reply to the member This healthcare organization engaged Insite to quickly upskill new contact center supervisors by facilitating a series of performance-focused leadership training. They were interested in prioritizing training for coaching, emphasizing the customer experience using our metric-driven contact center training program. The metric they wanted to put at the epicenter is Voice of the Customer, focusing on specific skill competencies around coaching, process management, and analytics to root cause coaching behaviors. ## Solution Before we began work, we conducted a management evaluation. At the time, this company had supervisors focusing on Voice of the Customer, CSAT, First-Call Resolution (FCR), and Quality Assurance. Keeping performance metrics at the epicenter, we customized a training module for each metric.

We concentrated on learning and applying the competencies identified in our management evaluation within each module. Each module/metric became the focus for 3 to 4 months, with custom training sessions, real-world practice sessions, publishing improvements, and implementation support. ## Results Through the engagement, we helped this company out-perform the #1 healthcare provider within their region in customer service. In addition, they out-performed their biggest competitor significantly – with an 87-point difference in their scores. * We witnessed a reduction in baseline audit errors from 70% to 19%, which the team and reps achieved through error tracking. * After demonstrating to supervisors how to identify if the reps are using the IH Error disposition code correctly through a manual auditing process, we saw a baseline of 57% go down to 44% in errors. * As a result of our contact center leadership training, their supervisors were able to reduce handle time to an average of 32 seconds without sacrificing customer service. Browse our Comprehensive Catalog of Call Center Training Programs 
Work with Insite to develop a fully customized training curriculum and empower your team with knowledge to foster meaningful customer relationships and provide an outstanding customer experience with every interaction. Schedule a discovery call today. ## Full Story Regional healthcare insurance organization with a 93-person contact center promoted top-performing agents into supervisor roles ahead of Open Enrollment, leaving new leaders with little to no management experience and creating coaching gaps that caused service to decline. Insite conducted a management evaluation and developed a customized, metric-driven leadership training program with dedicated modules for CSAT, FCR, and Quality Assurance spanning 3 to 4 months each. The engagement delivered a 25% improvement in agent performance, a 32-second AHT reduction, and a 50% reduction in audit errors. --- Source: Business Process Automations for Back Office Operations Saves Over $1M URL: https://getinsite.io/case-studies/bpa-business-process-automation-tool-saves-millions/ Industry: Specialty Insurance Capability: Operations --- ## Challenge Our client first came to us for assistance with an end-to-end operational transformation.This mission to redesign their non-customer-facing operations was born from the realization that their upcoming growth plan would require a more robust operating foundation to achieve targets. Our initial evaluation included a comprehensive data analysis and process mapping across all business activities and platforms. Using our MegaMap® journey mapping evaluation, we uncovered a pattern of effort duplication and inefficient processes. We identified 78 opportunities to optimize business processes and workflows, create enormous cost savings, and propel our client to their next growth phase. We uncovered challenges that touched all operational activities, including: * Lack of tech-enablement that consistently required manual resolution * Excessive time and effort waste due to inconsistent onboarding activity management * Business processes had limited documentation, leaving relationships as the sole facilitator of information flow * Limited artifacts and defined processes that led to lapsed and complicated communications * Lack of transparency between teams and understanding of ownership left task incomplete or under par * Utilization of overly skilled resources to manage workflow created substantial waste of critical resources ## Solution solution 1: Our contact center experts developed a strategy for new technology that would streamline and automate the end-to-end process for vetting and onboarding new customers. The result was a custom Power App Automated Digital Working Tool that enabled the client to move through critical functions rapidly, such as vetting and onboarding new customers, and identifying engagements that would not drive revenue. Powered by power apps, this custom process automation tool is a collaborative digital portal that houses the entire end-to-end onboarding process for new customers. It allows all insurance brokers and underwriters to play their respective roles and manage all onboarding processes within a singular digital workspace. Now, every potential new customer acquisition process follows one streamlined workflow, historical data is saved, all fields are tended to, and should an unsuitable customer return for consideration at a later time, the entire vetting process can be bypassed based on prior onboarding activities. By optimizing these processes, we identified 11 FTEs the client no longer needed to acquire to enable their upcoming growth plan successfully. solution 2: With an enormous workload now automated, we shifted focus to developing a new and critical leadership position for our client’s unique operations: the Engagement Manager. The purpose of the role is to have a single individual that is responsible for the realization of tactical and strategic outcomes activities, projects, and initiatives across all critical business functions. This individual would be the right-hand and force-multiplier to the leaders accountable for the customer ecosystem. We provided a custom onboarding strategy and support plan to guide the Engagement Manager through their first critical months. This comprehensive guide outlines strategies and tactics to identify and engage stakeholders for relationship building and training, understand the business requirements, set goals, and quickly gain traction so the incumbent could set up a foundation for long-term success in the organization. We included a custom-built “100-Day Success Plan” to provide a role-specific day-by-day onboarding structure that ensured the Engagement Manager was prepared to hit the ground running. ## Results North America's largest reinsuring organization needed a more robust operating foundation for an upcoming growth plan but faced widespread inefficiencies in non-voice operations connected to contact centers, including manual processes, inconsistent onboarding, limited documentation, and underutilized technology. Insite conducted a MegaMap® journey mapping evaluation identifying 78 optimization opportunities, then developed a custom Power App automated onboarding tool and created a new Engagement Manager role with a structured 100-day plan. The engagement eliminated 11 forecasted FTEs and delivered over $1M in savings within six months. ## Full Story North America's largest reinsuring organization needed a more robust operating foundation for an upcoming growth plan but faced widespread inefficiencies in non-voice operations connected to contact centers, including manual processes, inconsistent onboarding, limited documentation, and underutilized technology. Insite conducted a MegaMap® journey mapping evaluation identifying 78 optimization opportunities, then developed a custom Power App automated onboarding tool and created a new Engagement Manager role with a structured 100-day plan. The engagement eliminated 11 forecasted FTEs and delivered over $1M in savings within six months. --- Source: Transforming Customer Experience for One of America’s Largest Airlines URL: https://getinsite.io/case-studies/contact-center-transformation-saved-over-600k/ Industry: Travel Capability: Customer Experience --- ## Challenge This company desired to set up a second contact center location successfully and embarked on a Contact Center Transformation initiative within their organization. From there, they requested a roadmap that connected the overall business mission, goals, values, and priorities of the contact center with their organization’s current and future visions, preferences, and operational requirements. In addition, they wanted to align the Finance, IT, and Contact Center departments. ## Solution We evaluated this company, specifically focused on the customer experience. We collected data and information at multiple levels across 48 areas within their organization and then proceeded to score each item with red, yellow, and green codes. Using our ccBenchmark™ methodology, we were able to uncover some significant findings: * They had minimal insight into how contact centers operate * Transactions are not consistent or efficient * Agents do not have all the tools specifically around knowledge management * High attrition levels * Minimal documentation on processes and procedures with knowledge transfer relying heavily on “tribal knowledge” * Significant improvement opportunities across some customer channels ## Results Based on the opportunities we found, we were able to help them by: * Starting a repeat caller initiative * Empowering agents with the knowledge to decrease call escalations * Creating department processes through mapping job role processes, documenting today’s approach, and training staff * Changing routing logic for travel agencies * Optimizing customer processes through articles hit most frequently vs. articles not yielding a response ## Full Story Major U.S. airline launching a second contact center location needed a strategic roadmap aligning Finance, IT, and Contact Center operations while addressing inconsistent transactions, high attrition, knowledge management gaps, and reliance on tribal knowledge. Insite conducted a comprehensive evaluation across 48 areas using their ccBenchmark™ methodology, scoring each with a red/yellow/green system to prioritize opportunities. A repeat caller program, knowledge empowerment, process documentation, and routing updates delivered $450K+ in savings and $175K+ through attrition reduction. --- Source: Insite Identified Key Workforce Gaps and Implemented Forecasting, Staffing, and Scheduling Improvements That Saved 200+ FTE URL: https://getinsite.io/case-studies/workforce-management-reduce-repeat-calls-call-center/ Industry: Technology Capability: Workforce Optimization --- ## Challenge Renowned for operating as the world’s largest cloud platform dedicated to small ventures, this client relies on 6.6k employees to service over 21M customers with 84M+ domain names across 8 lines of business. Within the last year, our client’s call volume and length significantly increased, resulting in record-high Average Speed of Answer (ASA) and Abandon Rates. They were looking to rapidly improve these aspects of customer experience while utilizing only their existing staff capacity. ## Solution Our objective in this engagement was to find the capacity within their existing workforce and cultivate improvements to reduce ASA and Abandoned Calls. To meet our client’s goal, we went onsite to baseline their current workforce management (WFM) and the operational processes responsible for ASA success. We obtained a comprehensive understanding of operations from the subject matter experts, observed all processes in action, and performed an extensive analysis of data collected from all current systems. We leveraged our WFM Capability Model to gauge the maturity of the client’s practices against the behaviors of high-performing organizations within their field and developed an action plan. Our experts provided critical tools such as our Opportunity Index to document prioritization and next steps for each action item and a customized Excel scenario calculator to track each initiative’s real-time impact on ASA. Our team utilized these findings to create a MegaMap assessment for the client to identify critical opportunities for implementation to produce rapidly over the next six months. This proprietary service is a clear blueprint of the path forward, providing visual communication of all improvement recommendations, supporting data analytics, and benchmarking metrics critical to the client’s mission, such as reduced AHT, shrinkage, schedule adherence, attrition, and First Call Resolution (FCR). ## Results Our operational assessment identified three highly critical Workforce Management and Operational Performance Success opportunities for immediate attention and then supported the client through implementation. Our team’s analysis uncovered a significant variance increase between the client’s long-term budget forecast and the AHT and call volume rates resulting from high customer demand. Because these findings drove FTE requirements far past forecasted staffing, we recommended quarterly revision of the long term forecast for earlier deficiency detection and correction and to drive capacity planning accuracy. We advised the client to conduct budget evaluations alongside long-term forecasting reviews to ensure capacity and recruitment plans stayed current with trends, including: * Scheduling: We improved the efficiency of their intra-day staffing management and eliminated block scheduling practices, realizing a savings of 86 FTE. * Staffing: Revising the client’s staffing requirements with an emphasis on labor statistics from understaffed days saved an additional 60 FTE. * Capacity: We created additional capacity to free up 56 FTE, reducing repeat callers by 7%. ## Full Story World's largest cloud platform for small businesses, serving 21M+ customers across 8 lines of business, experienced a spike in call volume and handle time that drove record-high Average Speed of Answer and abandon rates, with a goal of improving performance using only existing staff. Insite conducted an on-site WFM assessment using their WFM Capability Model, MegaMap assessment, and Opportunity Index to identify scheduling, staffing, and capacity gaps against industry benchmarks. Improvements to scheduling, staffing, and capacity planning freed up 202 FTEs and reduced repeat calls by 7%. --- Source: Insite helps automotive company achieve its goal of becoming a new industry benchmark and improves customer experience. URL: https://getinsite.io/case-studies/improving-call-center-cx-reduce-repeat-calls/ Industry: Automotive Capability: Customer Experience --- ## Challenge Company executives sought customer experience improvements. But these stakeholders wanted more than incremental enhancements. They wanted a “leapfrog” increase that repositioned their firm as the new benchmark for all other organizations to follow. A lack of tactical vision became their primary challenge. After focusing exclusively on cost metrics, the company had become blind to other operational improvement opportunities. They partnered with Insite to provide a fresh set of eyes. We observed, analyzed, and improved the following areas: * Agent Efficiency * Key Performance Metrics * A Billing Model for Technical Assistance * IVR Routing & Segmentation * Knowledge & Training for Agents ## Solution We conducted a benchmark assessment to understand their specific operating environment, baseline their current performance, compare them to best-in-class companies, and analyze their customers’ expectations for their overall experience. After collecting this data and information at multiple levels within their organization, we scored their contact center with red, yellow, and green codes. Using our ccBenchmark™ methodology, we were able to uncover these findings and opportunities: * Their current operating model will never produce the desired results * Their customers’ experience is generally via data, rather than a combination of both data and human interactions * They were not measuring the best metrics internally * Vendors were not incented on the right behaviors ## Results Based on the opportunities we found, we were able to help them by: * Removing a layer between the client and the customer by implementing a direct line of control for each vendor * Recommending metrics that correlate to the various customer issues while taking the client’s company promise into account * Bringing essential operational functions back in-house, including workforce management, training, quality, reporting, and analytics * These initiatives reduced repeat calls from customers by 18%, which reduced overall costs by 8% and led to a 21% improvement in customer satisfaction scores for the client! The multinational firm achieved its goal of becoming the new industry benchmark. ## Full Story Multinational automotive company sought a transformational "leapfrog" improvement in customer experience but lacked tactical vision after years of focusing exclusively on cost metrics, leaving operational and vendor management inefficiencies unaddressed. Insite conducted a ccBenchmark™ assessment across agent efficiency, KPIs, IVR routing, knowledge management, and vendor incentives, comparing performance against best-in-class organizations. Bringing key functions in-house, realigning vendor incentives, and implementing better metrics reduced repeat calls by 18%, cut costs by 8%, and drove a 21% lift in customer satisfaction. --- Source: Upskilling for Impact: Reducing Agent Speed-to Competency by One Week With Custom Training URL: https://getinsite.io/case-studies/call-center-training-manufacturing/ Industry: Consumer Goods Capability: Training & Certifications --- ## Challenge As the nation’s #1 awning manufacturer, this company provides customers the ability to further enjoy the outdoors throughout the year – offering retractable shades in various materials while delivering high quality, economical prices, and outstanding service. This company requested Insite to evaluate its current training content to determine opportunities to upgrade sales, service, and technical training while making adaptations for the best remote experience. Also, they wanted us to identify if there was a better way to complete training in a shorter timeframe in hopes that new hires could immediately apply the skills they learned while training. ## Solution To deliver on their objectives, we took a 4-phased approach in 10 weeks to create and implement a new training curriculum which included: * Conducting our eLearning Curriculum Development for their team * Developing their sales and services training programs * Upgrading and developing their Technical Training * Coaching their team with all the new programs Since this client only focused on self-paced training, we created all their contact center training content in Articulate Storyline 360. ## Results After designing, building, and implementing the new call center training program, our client saw the average speed-to-competency reduced by 1-week and upskilled all agents efficiently. This training is all online, making it easily accessible for employees to refer to when needed. ## Full Story Nation's leading awning manufacturer needed to overhaul its contact center training content across sales, service, and technical tracks, with a goal of shortening new hire ramp time and optimizing the program for remote delivery. Insite took a 4-phased, 10-week approach to develop a fully custom eLearning curriculum built in Articulate Storyline 360, covering sales, service, and technical training with a train-the-trainer component. The redesigned program reduced average speed-to-competency by one full week and gave agents an easily accessible online resource for ongoing reference. --- Source: Insite helped a major faucet company save $2.5+ million within their customer service sector while reducing AHT by 1 minute. URL: https://getinsite.io/case-studies/lower-aht-manufacturing/ Industry: Consumer Goods Capability: Quality Solutions --- ## Challenge This company places a high priority on products that address today’s environmental
concerns, such as accessibility to water, water conservation, and water quality. An
increase in warranty and repair calls prompted them to find help to reduce wait times and
improve customer experience. They had been taking steps to regain control of their customers’ experience amid the
global pandemic and significant transitions within their organization. As COVID-19 spread,
their contact center received more calls and emails regarding their products than
expected. This client requested a complete scope evaluation of their processes across all
departments to help understand how they could improve the customer journey. ## Solution Insite traveled onsite to study customer interactions firsthand and gather data. We met
with key individuals and the Customer Solutions team to better understand their process
and call flows. We looked at data used to manage the business, decision-making
processes, and current technology usage. This information, combined with our
storehouse of industry knowledge and benchmarks, allowed us to take an analytical
approach to craft a solution and provide an estimated return on investment upon
implementation. To present the results, we compiled recommendations and supporting analysis data into a
MegaMap and Opportunity Index. We prioritized recommendations and implementation
efforts. ## Results Insite completed its evaluation and benchmarked this company’s customer service group
to quantify improvement opportunities. As a hands-on partner during implementation,
we applied both technology and process changes to vastly improve their customers’
journey. Our work saved over $2.5 million by implementing proven best practices. We also transformed agent training and output by leveraging a Knowledge Management
tool to enhance the agent experience and raise agent confidence during calls. This call
center saw a 1-minute reduction in AHT, resulting in over $161,000 in savings, or
around 5,300 hours of reduced handle time for this particular improvement. ## Full Story Major faucet manufacturer faced a surge in warranty and repair calls during the pandemic, prompting a need to reduce wait times, improve the customer journey, and regain control of customer data. Insite conducted an on-site evaluation of customer interactions, call flows, technology usage, and decision-making processes, delivering prioritized recommendations through a MegaMap and Opportunity Index that guided a CCaaS migration and vendor strategy. The engagement delivered $2.5M+ in annual savings, a 1-minute AHT reduction, and 5,300 hours of reduced handle time.