CASE STUDY
Optimizing a Government Agency for Results
$325,000
Yearly Operational Savings
75%
Improvement in Agent Occupancy
22%
Increase in Service Levels
CASE STUDY DETAILS
Project Summary:
A large government agency was facing significant challenges with its contact center performance. Service levels were consistently below target, agent occupancy was low, and handle times were exceeding expectations.
This resulted in long wait times for customers, increased frustration for agents, and a negative impact on the agency’s reputation.
CASE STUDY DETAILS
The Challenge:
The agency’s contact center was struggling to meet customer demands. Service levels were 25% below target – only 75% of calls were answered within the desired timeframe. Additionally, agent occupancy was 17% below target, indicating that agents were not spending enough time on the phones assisting customers. This was further compounded by handle times that were 2 minutes higher than target, resulting in longer calls and reduced efficiency.
PLAN OF ACTION
Project Solution:
Knowledge Rhino identified several root causes for the contact center’s performance issues and implemented a comprehensive solution to address these challenges. The team began by reviewing all processes related to data collection, analysis, and forecasting. They then dissected the staffing shortages and analyzed call recordings through speech analytics to identify challenges in the call flow.
THE OUTCOME
New Initiatives:
- A Centralized Data Repository integrated all relevant data feeds from across the contact center, provided a single source of truth for all stakeholders, and enabled more effective decision-making.
- The Workforce Management Optimization team was trained on the use of Knowledge Rhino workforce management solution, which provided the tools and insights to create accurate short-term and long-term forecasts, ensuring the right number of agents were scheduled at the right times.
- Process Improvement initiatives improved call routing, enhanced training programs, and implemented new performance management metrics.
THE OUTCOME
Project Results:
The implementation of Knowledge Rhino’s solution resulted in significant improvements in the agency’s contact center performance.
- Service levels increased by 22%, reaching the target of 95% of calls answered within the desired timeframe.
- Agent occupancy improved to 75%, aligning with the target of 82%.
- Handle times decreased by an average of 1 minute, resulting in shorter calls and increased efficiency.
- Operational savings total of more than $325,000 annually as a result of improved contact center performance attributed to reduced staffing costs, increased agent productivity, and improved customer satisfaction.