A brilliant telco sought to offer excellent customer service, and as part of this philosophy, they put a high value on availability, particularly during busy intervals. They partnered with Transcom with a requirement to deliver 100% of the required hours in 80% of the 30-minute intervals throughout the month.
As many telecommunication companies do, the client experienced the typical “M” curve call distribution throughout the day, with a peak in the morning and again in the afternoon.
Transcom developed a four-step plan to tackle the issue.
Step 1: Heavily focused on real-time management
Step 2: Reacting to developments in real-time
Step 3: Planning offline activities
Step 4: Ability to send staff home
The Transcom team consistently delivered a schedule adherence of 80% or better. We have been working with this client for nearly 20 years, proving the client’s satisfaction with the service and being a reliable strategic partner.