Design/Development of Call Center Transformation
Business Question/Need
Client needs included the transformation of a 285-person provisioning center into a national DSL commercial installation support and repair call center while improving the operation personnel utilization and processes.
Technical Solution
Pinnacle is leading the effort to restructure the internal management of the organization from the Director-level down through the development and implementation of rules of engagement at all levels, as well as recommendations on internal communications and rewards/recognition. Pinnacle is also involved in developing training modules and guidelines; recommendations on call handling and call-queue design; validation, interpretation and reporting of key call center metrics; and call analysis to validate staffing model and schedules. Pinnacle evaluated the current technology to ensure optimal performance and recommended additional technologies to increase productivity. Pinnacle has played a key role in the implementation of the Blue Pumpkin Workforce Automation software module to ensure all client parameters are included. To date, the implemented Pinnacle initiatives have resulted in agent productivity increases of 110% at a substantially lower cost per call.
Planning/Scheduling Tools: Crystal Reports, Rational Rose,
Blue Pumpkin Software Scheduling
Software
Project duration: 5 months
PTR Resources: 3
Benefits to Client
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Fully transformed Provisioning Center into a 24x7 National Support Center in three months
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Completely restructure training documents and procedures
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Streamlined incoming call structure to appropriate support cues
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Reorganized day-to-day operations management teams