Case Studies / Contact Center

Contact Center Assessment Helps a Leading Global Digital Marketplace Improve ROI with Enhancements to Employee Retention, Technology, Operational Efficiency, and CX

Retail Industry

Challenge

• A leading global digital marketplace that specializes in connecting vehicle buyers and sellers engaged Northridge to conduct a full assessment of their Contact Centers due to Contact Center Maturity issues.
• Our assessment uncovered several challenges:
  • Key leadership positions were unfilled or inappropriately filled
  • The technology was aging and needed to be upgraded (especially the IVR, self-service, and call-routing technologies)
  • Frontline associates weren’t being adequately trained

Approach

• Northridge partnered with this client to:
  • Hire a new Contact Center Director and a new WFM Leader, each with appropriate expertise in key areas
  • Redesign the recruiting and hiring process
  • Evaluate the existing IVR, self-service, and call routing technologies
  • Analyze the branch process
  • Evaluate training options
• We made recommendations for technology changes and upgrades. This included:
  • Designing IVR business requirements, metrics, and reporting requirements
  • Designing a test strategy and approach, as well as an implementation strategy
• We recommended the development of a custom Frontline Excellence training program and provided guidance on the specific elements that would make the training program most successful

Business Impact

• When implemented, Northridge recommendations are expected to result in upgraded technology, better leadership, and better training. These enhancements will increase our client’s ROI by:
  • Driving increased sales through improved Customer Experience
  • Improving employee retention and performance
  • Increasing operational efficiency (FCR, optimized handle times, and reduced escalations)
  • Elevating self-service options
  • Optimizing workforce (staffing flexibility, advanced call routing)