Contact centre scheduling rebuilt around an 80% in 30 seconds service target
A regional government contact centre rebuilt scheduling for 21 representatives around an 80% in 30 seconds service level target.
The problem
A multi-channel contact centre of 21 customer service representatives was operating at a 70% service level baseline.
The approach
LEA applied Lean analysis to scheduling patterns, workload distribution and service level performance, and set up data-driven workforce management scheduling.
The result
Scheduling was optimized across phone, counter, email and social media channels for 21 representatives, with the service level target moved from 70% to 80% of calls answered in 30 seconds.
Where is your biggest opportunity?
An OpsScan Diagnostic sizes and prioritizes your opportunities in hours and dollars, so the first Sprint goes where it matters most.