Anonymous
- Implementing staggered shifts to ensure we had more agents available during peak hours without extending overall working hours.
- Introducing a flexible part-time workforce that could be called upon during peak times.
- Enhancing our self-service options on the website and IVR system to reduce call volume.
- Reduced risk of agent burnout.
- Improved morale and productivity.
- Maintaining or even improving service levels through better resource allocation.
- Improved Agent Morale: Agents appreciated the more manageable work hours, leading to a 20% increase in job satisfaction scores.
- Maintained Service Levels: We managed to meet our SLAs without overburdening the team. In fact, customer satisfaction scores improved by 15% due to better-managed call handling.
- Cost Efficiency: The cost of hiring part-time agents was offset by the reduction in overtime pay and lower turnover rates.