Case study

Uncovering the Hidden Performance Potential of Your Contact Centre

Client Challenges

For several months, a contact centre experienced high abandonment rates of around 18%, impacting its revenue and customer experience. Efforts were focused on recruiting and training new agents.

Implemented Solutions

An in-depth analysis of indicators revealed an unused capacity of around 35% of the existing workforce, not accounting for planned offline times (coaching, team meetings, etc.).

Following Promethee’s recommendations, the workforce management team implemented changes to scheduling, telephony strategy (IVR), and skill organization. Managers adopted new monitoring and coaching practices for employees.

Results

The targeted improvements led to a significant reduction in repetitive customer calls, resulting in an abandonment rate of just 5% within a few weeks.

By Guillaume Delroeux

Guillaume is the President and leader of customer experience practices at Promethee Consultants, helping organizations with contact centres make the most of their technologies to maximize their impact and create legendary customer experiences.