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Case Studies / Contact Center Management

End-to-End Assessment Results in Measurable Cost Reductions for Leading Technology Trade Association

Telecom Industry

Scope

  • Northridge was engaged by a leading technology trade association to provide an objective, end-to-end assessment and improvement recommendations for members’ and business partners’ experience and business performance. Northridge took a holistic approach to evaluate their customer experience against best practices through data analytics and a detailed business process review.
  • Northridge identified opportunities to significantly streamline their business processes, improve their outsourcing vendor performance, and optimize their use of Contact Center technology, resulting in a significant improvement in the association’s customer experience.

Results

  • Northridge’s insights and  recommendations resulted in realized measurable gains within the first year:
    • Reduced ticket (email) resolution time by 25%
    • Reduced first contact resolution time from over 24 hours to 10 hours while also decreasing overall costs
    • Reduced average handle time by 12.5%
    • Leveraged increased efficiencies to mitigate a 15% year-over-year volume increase due to member growth; workload increase was less than 1%
    • Decreased cost per customer interaction by approximately 15% year over year

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