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Case Studies / Contact Center Management

Workforce Management Process Redesign Drives Improved Service and 13% Cost Savings for Fortune 50 Healthcare Enterprise

Healthcare Industry

Scope

  • Client was challenged by highly variable work volumes, complex client-specific service requirements, regulatory pressures and significant industry transformation.
  • Contact center performance was inconsistent, resulting in inefficiencies and increased costs.

Results

  • Northridge recommended process redesign and performance metrics to achieve:
    • 13% operating cost reduction
    • Significantly improved service consistency
    • 14% increase in resource utilization
  • Agent morale also improved as a result of improved planning and reduced mandatory overtime.

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