CASE STUDY:
CLIENT
National home meal delivery provider 
SITUA­TION
After years of growth, a popular meal delivery service realized that their customer service team was struggling to keep up with inbound and outbound calls. In addition, a tight labor market, staff attrition, and leadership issues had made it even more difficult for callers to get answers. As member cancellations started increasing, the company’s leadership realized that they needed to address long wait times and immediately improve accessibility of customer service. 
OBJEC­TIVE

Determine the root causes of the customer service issues and stabilize the center’s performance within 90 days.
WHAT WE DID
Provided immediate on-site presence and coaching to support leader new to role in sparking immediate change
Understood call profile and types, current infrastructure, and operational situation in terms of calls, staffing levels, employee policies, and leadership.  Worked with center leadership to drive line of sight to real time and metrics and performance, create roll up from agent to leader of goals and metrics, and implement critical best practice policies such as attendance
 
Recommended a performance management program that included a reward program and additional technology to improve agent retention and satisfaction
Analyzed the operation and recommended outsourcing outbound calls to lower cost, ensure timely completion, and free up resources to support inbound calls

  
OUT­COME
Within 2 weeks, daily reporting and visibility was established by working within the cloud-based telephony platform
 
Within 4 weeks, manager and team lead roles were clearly defined, and agent metrics and updated policies, such as attendance and incentives, were established to meet market rates and company needs
 
Within 6 weeks, a resource capacity plan was in place to understand volumes, service levels, and staff required to meet inbound and outbound requirements
Blue Orbit continued to deliver and coach change within the organization through on-site and remote support so that the local team could learn to manage call center staffing and service levels in real time

  