Contact Center Optimization: Achieve Service Excellence

How Voyage Advisory Helped a Credit Union Service Organization Transform its Member Service Center in 20 Weeks

Solution Overview

We started the client relationship by conducting a two-week analysis to fully understand the current state, create the business case and design the implementation plan. We proposed an 18-week project and guaranteed benefit of $1.2M. The client agreed with the findings and approach, liked what they saw in our team and moved forward with the project. During the project, 61 improvements were made in the areas of management discipline, use of existing technologies, process changes, call segmentation, customer experience management and employee development.

Key Elements of Solution

  • Increased coaching by 17 hours per week per team leader

  • Developed guidelines and implemented behavior change for active supervision including: leading by walking around, side-by-sides and QC

  • Lowered team leader walls to improve line of sight

  • Eliminated unnecessary customer verification

  • Scripted more efficient call closing and verification

  • Deployed agent scorecards and implemented System For Managing

  • Designed and implemented call segmentation model

  • Designed new agent schedules for 250+ agents and 24 queues

  • Conducted shift bid and installed new schedules

  • Introduced intraday net staffing and service analysis

  • Improved use of Interaction Optimizer WFM software

  • Reduced overtime $300,000 annually

  • Increased VTO 1,000 hours monthly

  • Reduced new-hire training time 50%

  • Conducted gap training to support new call segmentation model

  • Created career path and conducted feasibility analysis

  • Moved from weekly to daily feedback for agents

  • Revamped attendance policy and implemented changes

What Our Client Is Saying

“In partnership with our leaders, they transformed our workforce management, contact agent development and employee retention. As a result, our team developed the skills needed to carry the positive changes forward for our clients and ensure sustainability.”

– Todd Clark, CEO | Financial Services Co-Op

Ready to transform your operations, and double your ROI?

Voyage Advisory partners with clients to provide superior customer experience and streamlined business operations. We deliver fast and sustainable results through workforce optimization, process excellence, and empowering leaders. Reach out today to get started.


Email: hello@voyageadvisory.com | Call or text: 312.869.8000

Steve Campbell