Seamless Satisfaction
Many call centers face operational inefficiencies, including high abandonment rates, employee attrition, and low customer satisfaction, all of which hinder overall service performance and increase costs.
With high call abandonment rates, operational bottlenecks, and significant employee turnover, the company struggled to manage peak demand, leading to customer dissatisfaction and escalating costs.
Transforming operations by optimizing staffing, reducing abandonment rates, and boosting both employee retention and customer satisfaction.
PROJECT TYPE
DATE
The Problem
MCU’s Contact Center handled 4,100 inbound calls daily with a staff of 45 call agents, managing inquiries of varying complexity.
However, operational inefficiencies were creating significant service and employee challenges:
55% call abandonment rate, leading to frustrated customers.
80% operational capacity, making it difficult to handle peak demand.
28% agent attrition, increasing hiring and training costs.
Low employee satisfaction, contributing to high turnover.
High overtime (OT) costs, as agents struggled to keep up with demand.
Low caller satisfaction, due to long wait times and service inconsistencies
The challenge was to improve call center efficiency, reduce abandonment rates, and enhance both employee and caller satisfaction—all without immediately increasing headcount or OT costs.
The Strategy
Rather than relying on short-term fixes like hiring more agents or increasing OT, I led a process-driven approach to optimize staffing, reduce inefficiencies, and align employee retention with operational improvements.
The Result
Reduced caller abandonment from 55% to 12% in just 10 months—an unprecedented improvement.
Aligned employee retention strategies with process enhancements, reducing attrition and increasing satisfaction.
Minimized process waste and bottlenecks, improving call handling efficiency.
Reduced overtime costs, while maintaining service levels and operational capacity.
Significantly improved caller satisfaction, creating a more seamless customer experience.
My Contribution
Analyzed Workforce Challenges & Demand Patterns:
Conducted root cause analysis to identify bottlenecks in staffing, scheduling, and call handling.
Mapped call volume trends, pinpointing peak demand hours and agent workload distribution.
Used process improvement techniques to track call flow inefficiencies and agent performance metrics.
Optimized Call Center Operations & Agent Training:
Implemented targeted agent training, reducing call-handling time and improving first-call resolution.
Developed process automation to minimize manual dependencies, allowing agents to handle calls more efficiently.
Introduced real-time monitoring and workforce management adjustments to optimize scheduling and reduce peak-hour strain.
Improved Employee Retention & Satisfaction:
Identified key attrition drivers and implemented employee engagement initiatives to improve morale.
Adjusted workforce management (WFM) strategies to better align agent availability with call demand.
Created a career progression plan, increasing agent job satisfaction and reducing turnover.
