THE CLIENT: Travel Organization

THE CHALLENGE

The company’s call-center had been without a manager for some time. There was an immediate need for management attention to stabilize the operation, to slow the high rate of turn-over in staff and to manage the physical expansion of the center and the new hiring for an expected doubling in call volumes by the seasonal peak in 3-4 months.

THE APPROACH

The company recognized that hiring and integrating a new (permanent) manager might take several months and the need for a strong management presence was critical. They contacted The Osborne Group and a candidate for a 3-4 month interim assignment was proposed, accepted, and on the job within a week from the initial contact.

THE RESULT

· The 40% physical expansion of the call-center was achieved on-time and within budget with minimum disruption to operations; and a replacement supervisor, team-leads and agents were hired to accommodate the seasonal peak call volumes.

· Performance management was strengthened, including daily reviews of key statistics - resulting in more effective use of man-power and significantly improved service performance.

· Morale in the call-center improved quickly; turnover was significantly reduced.

· Revenue exceeded budget each month during the mandate.

· Proposals were made for:
   - Changes to the tools available to agents to increase agent and team-lead productivity,
   - An outbound selling program to increase revenue and level-load staffing and,
   - Changes to the agent and team-lead compensation to rectify current problems and move towards a “performance culture”.

· The organization was able to identify and hire a very suitable permanent manager after a prolonged search, which was made possible by the presence of an interim manager.