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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

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