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Call Center Oversight & Support During a High-Volume Period

Call Center Oversight & Support During a High-Volume Period

A consumer credit reporting agency was experiencing historically high volume in its call center and had an urgent need for support. We provided management support during this peak period, along with implementing process improvement recommendations.

Challenge

A consumer credit reporting agency’s consumer contact and services department unexpectedly needed call center support to manage a team and introduce improvements for the consumer interactive business. The need for support was especially critical because a key competitor had recently incurred a high-profile data breach, which led to a significant increase in customer inquiries and further underscored the need for process improvement.

Solution

SolomonEdwards worked with key stakeholders to successfully implement solutions including the following deliverables: ​

  • Creation of a process map from initial customer contact through all client internal groups and to its final resolution point. Areas that were reviewed included inbound mail handling, print production, inbound service channel, billing, authentication, fraud, the service issue/tracker process and fulfillment. ​
  • Identification of process issues along with recommendations to prioritize and address the issues. ​
  • Review of the current operations model, including key performance indicators and management reporting with recommendations on an improved way to structure, organize and measure the overall process.

Outcome

We provided management support during a time of historically high volume and provided significant process improvement recommendations that the client implemented with their internal team. We acted as a trusted advisor to senior executives throughout the process and were instrumental in helping the company shape the department’s operations going forward.

Industry

Deployment

Services

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