Concentrix Awards Case Study 2013: A partnership of innovation and planning with CISCO


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Discover how Concentrix raised FTE just 5% to handle 20% more contacts for Cisco, by developing a multi-skilled resource methodology that is rolled out across both companies.

Summary

Learn how flexibility and innovation have been instrumental to the development of the new strategy. As part of CISCO’s Customer Interaction Network (CIN), Concentrix provides support from an in-sourced operation in CISCO’s UK London office as well as their own offices in Belfast. Specialist support is offered in 11 languages, across multiple skills and 3 channels, in a team of 72 agents. It is supported with a management structure developed specifically by Concentrix for Cisco. Scheduling efficiency, performance and forecasting accuracy have all improved, through a highly integrated approach, supported by the close working relationship between the Concentrix virtual team and the client.

Results

  • 20% more contacts were handled with only 5% increase in staffing
  • Significant month on month increase in CSAT
  • Increase in agent productivity of 20%
  • Employee Attrition is down 23% annually and absence down 1 full percentage point
  • 99% of service levels achieved post implementation, compared to 94% in the previous 12 months
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