Case Study

Call Center

Situation

  • Large call center with 400+ agents who both receive inbound calls as well as perform outbound calls and web-based account services
  • Calls could be a simple and routine customer payment confirmation or a complex legal dispute
  • A growth in call center volume gave rise to the desire to increase and retain a customer base by meeting the needs of numerous accounts in a timely manner and at an acceptable cost

Actions

  • Argo worked closely with the call center leadership, including the IT and analytics teams, to identify specific methods for reducing received call volumes and improving existing agent productivity
  • Our findings uncovered opportunities to improve IVR design and deployment, to streamline knowledge management activities, to standardize call-handling processes, to reduce handle time with minimal service-level risk, to generate quick-win occupancy improvements through call-routing adjustments, and to improve clarity in customer correspondence. 

Results

  • Reduced Call Handle Times by 10% while increasing customer satisfaction
  • Increased “Automated Voice Recognition System” Containment Rates by 11%
  • Reduced Cost-per-Call by 19%
  • Increased Agent productivity by over 20%
  • Reduced Service-related expedited freight costs by 25%
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Argo, Inc is a global operations consulting company dedicated to implementing lasting performance improvements with offices in Chicago (US), Germany and Canada and an active presence in more than 20 countries. Specialties include: Lean Transformation, Six Sigma, Kaizen, Revenue Enhancement, Product & Process Innovation, Sales Effectiveness, Value Pricing, Supply Chain, Strategic Procurement, Network Optimization, Transportation & Logistics, Working Capital, VA/VE, Pre/Post Merger Integration, Training.