Call Center Transformation 2017-09-25T14:57:05+00:00

transformation

Transformation Overview

Insite’s call center transformation services are designed to help your organization make a dramatic shift in priorities, operating model, and/or culture.

Our customized approach will assess your center across the functionality of your specific business and industry.  We will identify any gaps based on our proven and successful benchmarking process.  In this process we will learn and understand your current state of operations and compare it to industry benchmarks.  We can then provide data to identify recommendations on ways to improve any areas of concern, which includes a 3-year strategy and roadmap.

We will assist your organization in the execution of this strategy by providing detail project plans (Build & Transfer Service), training, and organizational charts.

 

Outcomes

  • Boost customer satisfaction
  • Enhance performance
  • Improve efficiency
  • Substantially increase ROI

 

Sample Results

A Healthcare Client needed to reduce their Cost per Call.  This was accomplished by reducing average handle time and repeat calls and increasing their agent utilization and routing optimization.  Through our custom engagement approach, Insite was able to identify and implement performance improvements in Cost per Call, saving our client $2,502,903.