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 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 and analytics, and benchmarking metrics critical to the client’s mission, such as reduced AHT, shrinkage, schedule adherence, attrition, and FCR.