CASE STUDY
Optimized WFM for Nation-wide Insurance Provider
$348,000
Net Annual Realized Savings
28.7%
Increase in Service Level
2 Minute
Decrease in Average Handle Time
CASE STUDY DETAILS
Project Summary:
The client, a leader in the insurance industry, sought to revolutionize its workforce management by implementing advanced WFM software and leveraging expert consultation.
This transformation aimed at improving operational efficiency, ensuring compliance, and boosting employee satisfaction.
CASE STUDY DETAILS
The Challenge:
- Manual scheduling and payroll processes led to frequent errors and inefficiencies.
- Navigating complex and ever-changing labor laws and industry regulations.
- Low employee satisfaction due to lack of self-service capabilities.
- Limited insights into staffing levels, employee productivity, and operational costs.
- Need for future-proofing operations to handle growth and evolving business needs.
PLAN OF ACTION
Project Solution:
The adoption of WFM software automated key processes, integrated compliance seamlessly, empowered employees through self-service capabilities, and provided real-time data for strategic decision-making.
THE OUTCOME
New Initiatives:
- Automated scheduling and payroll processes
- Seemless integration of labor laws and industry regulations
- Employee self-service for schedule and leave management
- Real-time analytics for informed decision-making
- Ongiong support and training from workforce management consultants
- Scalable solutions for future growth
THE OUTCOME
Project Results:
Over a 5 month period:
- Increased service level 28.7% (average across 6 lines of business
- 2-minute decrease in average handle time
- Increased occupancy by 17.83%
- Increased utilization by 21.15%
- Increased productivity by 6.25%
- Provided net annual realized savings of $348,000
Knowledge Rhino also helped implement IVA Virtual Agent and provided integration of CSAT/Speech Analytics into overall agent scorecard analysis.
Rhino-sized Results
Ready to conquer the jungle of workforce management? Our experts can guide you through the terrain to help transform your business and thrive in the wild world of contact centers.
