Northridge Identifies $10M in Cost Savings by Conducting a Comprehensive Center Assessment
In an effort to manage cost more effectively, a client contracted with multiple outsourced vendors to operate their technical support contact centers. However, over time, these centers were operating at higher than anticipated costs.
Northridge used its proven methodology to conduct a comprehensive center assessment, including a review of vendor contracts, on-site evaluation of tools and processes, and an analysis of performance metric trends. A 28 percent improvement in first call resolution and centralized schedule management generated $10M in annual cost savings.
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