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 mention how much we appreciate all of the feedback that Alliant has given to (us). The strategic benchmarking analysis and evaluation that Alliant provided will now allow our company to establish leadership performance targets. This not only gives credibility to the data that we provide to our top management but validates that we are heading in the right direction with our key performance indicators. Alliant has also helped us understand the gaps in our lower performers and the implications to our internal/external customers. This prioritization will focus our efforts on opportunities that really matter. Thanks,"