Case Studies / Program Management
$40M In-Year Cost Savings through Program Management
Telecom Industry
Scope
- 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
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
A Tailored Approach For Every Consulting Service
At The Northridge Group, we offer solutions to your most complex business challenges. With a robust suite of consulting services, we can help you in any or all of the following areas:
Talk To Us About Your Organization
With experience across nearly every industry, non-profit, and governmental agency, we have the team to help you grow.
