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Case Study - Summary
Insurance Broker
slough borough council
london borough of newham
aol time warner
cc service provider
leading utility co
pitney bowes ltd
Press Office
Associate Base

Assignment Requirements and Summary 

The contact centre was not functioning at optimum performance levels this, together with a high cost base, was creating some client disquiet. There were a number of fundamental issues to address and key issues Prit dealt with were:

Performance management culture introduced to provide clear leadership and direction for managers.

Performance accountability delivered for all staffing levels.

Introduced staff adherence metrics to build self-managed teams and improve responsive behaviours.

Introduced advisor balanced scorecard - covering quality, productivity, financial and personal measures.

Introduced performance-tracking MI tools to align performance to goals.

Improved real-time active management to manage intra-day performance.

Introduced call type tracking to develop call avoidance strategy.

Team size – two additional team leaders appointed to reduce staffing ratios to 12:1.

Improved resource planning to facilitate effective scheduling around intra-day demand.

High attrition – recruitment process redesigned to include assessment exercises.

Temporary to permanent recruitment process developed to reduce high levels of temporary staff.

Training & Development reviewed to multi-skill staff and improve first call resolution rates.
All key client accounts exceeded client SLAs within two months.