Northridge Applies Analytical Approach to Drive Productivity Improvements in the Call Center
A Fortune 50 enterprise, with critical customer service measures tied to service technician availability, sought to identify the root cause for increasing customer call volumes associated with inquiries on the status of technician appointments. The ultimate goal was to reduce these inquiries and improve scheduling and utilization of technicians.
Northridge applied an analytical approach that encompassed a review of the call center performance metrics, side-by-side observations, and best practice applications. Northridge developed a multi-pronged improvement plan, which drove $9M in productivity improvements.
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