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Case Study

How Does Workforce Optimization Improve Customer Experience?

Optimizing the workforce is a powerful way to elevate customer experience, unlocking efficiencies that improve service quality and streamline operations.

  • Business Process Outsourcing
  • Total Talent Management
  • Recruitment Process Outsourcing
  • IS Accelerator

Key Results

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Administrative hours saved per month, boosting overall efficiency
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Process efficiencies and improvements were identified and rectified, streamlining operations significantly
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Improvement of phone service lines, elevating customer service levels

Summary

IntelliSource leveraged its extensive experience and cutting-edge methodologies to evaluate, plan, and implement a comprehensive strategy. The goal was to transform the customer’s variable workforce management and restore a world-class customer experience. This was achieved through the deployment of proven best practices, robust processes, and meticulous implementation techniques.

Industry

Retail

Challenge

A prominent Fortune 500 company faced significant operational challenges, including high employee turnover, low service level adherence, decreased productivity, and declining customer satisfaction scores. In a bid to reverse these adverse trends, the company enlisted the expertise of IntelliSource.

Impact

1500 transactions were averaged per person, per month, nearly tripling production capacity.

Approach

Strategic Alignment

IntelliSource fostered a strong alignment with the client, ensuring accountability and establishing a collaborative partnership to drive sustained improvements.

Data-Driven Insights

The team created, managed, and monitored key performance reports to identify trends and uncover opportunities for enhancement.

Performance Management

By implementing rigorous performance management programs, IntelliSource ensured that all resources were optimized to their fullest potential.

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