ACS Improves Call Center Performance through Strategic Workforce Management
80%
Service Level within 2 months
Delivered solutions at less than half the cost of ACS undertaking these initiatives alone
Call Center Efficiency Transformation
The Demand for Support:
In today’s service-driven economy, customers demand reliable and efficient support. A primary channel for this support is call centers, where dedicated agents assist customers with their needs. However, the increasing volume of calls can strain these centers, leading to long wait times and reduced customer satisfaction.
ACS faced significant challenges in maintaining service levels and ensuring customer satisfaction.
Challenge:
ACS customers encountered prolonged wait times when attempting to reach the call center. Industry standards dictate that 80% of inbound calls should be answered within 30 seconds, but ACS struggled to maintain significant efficiencies, the call center’s inefficiencies with wait time led to significant with customer dissatisfaction.
Solution:
ACS with WeSolve CX conducted a thorough assessment of ACS Call Center capabilities, revealing key challenges, included:
- Understaffed call center.
- Double-digit call abandonment rates.
- Over 20% of total call volume from customer callbacks.
- Negative customer Net Promoter Scores (NPS).
Based on the above assessment and through continued partnership with ACS, WeSolve CX developed a strategic workforce management plan, consisting of the following:
Staffing Optimization:
Deployment: 25 additional call center agents and 2 supervisors we deloyed to ensure adequate coverage during peak hours.
Scheduling: The call center’s operational hours were aligned with call arrival patterns, maintaining a 12-hour per day, 5-day per week schedule. This alignment helped distribute the workload more evenly across available staff.
Outcome:
With the assistance of WeSolve CX, ACS’s call center saw significant improvements:
Service Level Achievement: Within two months, ACS achieved an 80% service level, meeting the industry standard of answering 80% of calls within 30 seconds.
Cost Efficiency: The initiatives were delivered at less than half the cost of what ACS would have incurred by handling the improvements internally, thanks to the optimized staffing model and efficient processes.
Customer Satisfaction: NPS scores improved, indicating higher levels of customer satisfaction and loyalty.
The partnership with WeSolve CX has transformed ACS’s call center into a highly efficient and customer-focused operation, setting a new standard for service excellence.
