One of the fastest growing cellular operators anticipated tremendous growth over a span of two years.
In order to meet the expected demand, the company brought in Tefen to redesign their staffing models and adjust service level requirements to reach world-class benchmark standards.
• Revised Staffing Model to align with operating goals.
• Revised Key Performance metrics to improve productivity by 20%.
• Implemented continuous improvement methodologies for future training programs.
III. Results Achieved
• Abandonment Rate decreased from 10% to 2%.
• Customer Satisfaction levels increased by 28%.
• Cost per call reduced by 28%.
• Customer complaints decreased by 23%.