ResSolutions © 2015
When ResSolutions first went into this call centre it was handling 130,000 calls per year:
6 calls per hour per FTE
22 FTE19% sales conversion
42% quality (as scored by ResSolutions protocol)
Attrition at 1.5 FTE per month
RResSolutions made a complete audit of structure, call source, costs per hour, scheduling, recruitment, training, coaching, telephony systems, capacity and made wide-
The call centre was placed firmly in the centre of the organisational structure and now helps mould and lead distribution and commercial strategy.
A new telephony system was implemented enabling improved call routing and forecasting
Recruitment and training practices were overhauled
A new bonus scheme was introduced
Quality monitoring was implemented with mystery shopper scoring
A new management structure was introduced
Hotel reservations were consolidated into the centre.
Reporting systems were established enabling performance management processes to be implemented more effectively
The performance metrics have improved as follows:
12 calls per hour per FTE
500,000 calls per year (from 130,000) with just 4 extra advisor FTE
80% quality to the same protocol
Attrition at .5 FTE per month.
The contact centre very clearly at the heart of this company’s business.
Case Study 4
Outsourcing for a UK Hotel Company
David Murray, Vice President of Strategic Account Management CEMEA at Teleperformance
“Rachel is a Contact Centre professional who is inspired by new media technologies and the transformation they can have within the contact centre environment.”