A global BPO strove to enhance operational functionality to allow for a successful entry into the healthcare vertical. With no WFM tool in place and inconsistent hiring processes across multiple sites, attrition rates were high and call quality was low.

Solution: EPIC worked with the client to design and develop hiring and training processes to reduce manual operations and improve use of analytics. The applications leveraged WFM and QA tools to provide increased automation and the ability to analyze quality data.

Result: Our client was given an operational effectiveness roadmap to reduce manual operations, review quality assurance, and implement WFM, speech analytics and screening tools.

[sf_button colour=”accent” type=”standard” size=”standard” link=”http://epicconnections.com/wp-content/uploads/2016/11/Global-BPO-Enhances-Operational-Functionality-with-EPIC-Consulting.pdf” target=”_self” icon=”” dropshadow=”no” extraclass=””]Download PDF[/sf_button]

More from the Blog

Building a Business Case for Contact Center Change

Building a Business Case for Contact Center Change

Originally published on LinkedIn by Bill Pieper, President of EPIC Connections Being a contact center executive is a unique (and stressful) role. While contact centers provide service to customers, most are also service providers within their own organizations. In...

read more

© 2020 EPIC Connections, Inc.