Read the full case study
See how a comprehensive review of working patterns laid the foundation for a transformation that’s been designed to drive better experience for customers & colleagues at a lower cost, across all channels.
Colleague working patterns have been transformed, cut from 2,000 to 27, making planning simpler and quicker, hugely improving service at evenings and weekends. It’s been a massive win, creating confidence and credibility at all levels, a foundation for the new target operating model. In the face of market changes, a transformation strategy is delivering an omni-channel Genesys platform, across front and back office, with a single view of the customer and better use of data from SMART technology. 100% of Customer Service Advisors (CSA) have been impacted by the new patterns, including all part time colleagues and those on flexible working arrangements. It’s been an immense change. Working principles were put in place to deal fairly and consistently with exceptions. Extensive communication was carefully planned and implemented.
Key Results
- Working patterns cut from 2,000 to 27
- 100% of colleagues involved in the review
- ASA evened out across days and intervals
- Abandon rate reduced
- Grade of Service improved
First Published in the 2019 Best Practice Guide