National Newspaper wishes to project future needs, assess the performance and potential of the current consumer sales and support operations and determine whether/how to outsource all customer contact functions. They currently serve customers via a combination of in-house and outsourced contact centers providing customer support via web, chat, email and telephone.
Alliant conducted the assessment, identifying and documenting work activities, processes and tools, and reviewing contracts and performance. The review included the current outsourced contractor, in-house contact center and departments with cross-functional dependencies such as Logistics, Finance, Reception and ERP System Operations. Workload, staffing, schedules and standards were analyzed, recommendations were developed, and performance improvements were achieved during the five-week assessment.
The review identified opportunities to:
Operating & Financial Opportunities Realized
"I also wanted to say thank you again. In case CJ didn't tell you I was promoted to Project Manager on Catalyst. And I have you, Linda, Rick, and Sherwin to thank for this. You all assisted me in seeing areas of improvement that I needed to focus on so I thank you all for that. I have grown and changed so much in the last year and you all at Alliant are to thank for this improvement in my life! So hats off to all of you."