How to handle growth in a contact center using data to determine which processes might not scale and what processes are people dependent.


Growth is an exciting idea that can be a considerable cause for celebration. Often times, it can also lead to growing pains, loss of efficiency, added strain on employees, and damaged client relationships. As companies grow, they may decrease revenues and put their company in jeopardy by hastily hiring new employees to have people in seats instead of ensuring they hire the right people. They can also duplicate responsibilities and roles by not defining positions or determining if a role would be better served centrally. Additionally, they may buy new technologies as they quickly expand that they may not need yet instead of maximizing what they already have in place. All of these mistakes can not only be costly, but can affect the long-term strategy of the contact center.

How have we helped other companies?

We can help solve for this a number of different way. Primarily, it will start with our ccBenchmark methodology to determine which processes will not scale and pinpoint when they will break. Then, we will make a full list of recommendations. You will have quick-hits that you can complete on your own which will cover our service fees. If you choose to bring us in to help with the longer term initiatives, you might find a few more of our services helpful. They could be training, staff augmentation, implementation support, build & transfers, and/or best practice sessions.

Learn more by clicking on our solutions below.

]Site benchmarking provides an outside eye in your company using your metrics and processes and comparing them to the 700 companies we’ve touched with the goal to share best practices and identify opportunities for improvement. LEARN MORE

Training for supervisors & above with a focus on metrics & analytical problem solving. It’s based around how you use all information for various systems to improve process and performance. LEARN MORE

Staff Augmentation helps your organization fill an open position as a short term placement till you’re able to find someone. This also helps you leverage our best practices where process improvements may be needed. LEARN MORE

Once your roadmap is defined, Insite will work quickly to execute your plan. Insite accomplishes this with a team of operational experts coupled with rapid cycle improvements to quickly implement, evaluate, and adjust.

Build & Transfer is when you are missing a program such as quality and you need to build the program from scratch. We help build it, make it completely customized to your unique organization, and help with implementation. LEARN MORE

Best Practice Sessions are where we provide industry best practices, collaborate on integration of best practices, and wrap with an implementation plan. Topics can include Quality, Customer Experience, and Workforce Management.