Case Studies / Contact Center Management

Operational Assessment Enables Leading Transportation Agency to Leverage $5M in Cost Savings

Travel Industry

Scope

• The client was unable to effectively handle the 5M calls they receive annually due to weak contact center processes, outdated technology, and vendor staffing issues.
• Due to anticipated business growth and an increased focus on the customer experience, it was critical to have best in class call center processes and outsourcing support.

Results

• Northridge provided a comprehensive assessment, alternatives, a strategic roadmap, and RFP support to enable the client to achieve all of their goals:
  • Improved customer experience
  • Upgraded technology
  • Improved vendor support
  • Reduced operating costs per call
• A new outsourced vendor with state-of-the-art technology saved the client $0.6M – $5.3M annually over other options