Reading time: 1 Minute

Case Studies / Execution Management

$40M In-Year Cost Savings through Program Management

Telecom Industry


  • A Fortune 50 company challenged the team to identify and implement $30M of in-year expense savings
  • Success was dependent on cross-functional participation and a disciplined infrastructure to identify, track and measure results


  • Misdirects due to multiple, inconsistent Voice Response Menus with complex multi-level scripts reduced from 16% to 3% by streamlining the design.
  • Enhanced the Automated Call Distribution (ACD) environment to route calls based upon skill, priority and agent availability, fully leveraging the capabilities of their ACD.
  • Enabled systemic analysis of traffic and routing, rather than the manual ad-hoc analysis the client had been performing.
  • Integrated Workforce Management recommendations, and consolidated queues enabling significant operational savings

Let’s Talk About Your Organization

With experience across nearly every industry, non-profit and governmental agency, we have the team to help you grow.

Let’s start a conversation

Get unique business management insights delivered straight to your inbox.
Get notifications for new podcast episodes, industry updates and tips on how to stay ahead of the curve.