BPO workforce solution boosts efficiency for a global tech leader

The challenge: Optimize operational efficiency.

One of the world's largest technology providers faced the challenge of optimizing operational efficiency within its extensive customer service and tech support infrastructure. The increased volume of customer interactions resulting from expanding product/service portfolios posed a significant time and cost challenge.

The solution: Enterprise workforce management, advanced monitoring, and expert coaching.

Kelly delivered a strategic, expert-driven business process outsourcing (BPO) solution focused on improving customer satisfaction while maximizing operational efficiency.

• Optimized workforce scheduling to maximize productivity and ensure seamless coverage.
• Advanced call monitoring and actionable coaching to accelerate issue resolution and elevate the customer experience.
• Leveraged the knowledge base and advanced search techniques to expedite issue resolution and reduce handle time.;
• Implemented expert troubleshooting methodologies to rapidly identify and address root causes and minimize customer call backs.

The results: Reduced handle time and cut operational costs by $2 million.

Achieved a 2% improvement in overall operational efficiency.

• Realized savings of 4.7 million minutes annually.

• Financial impact of $1.9 - $2.1 million, per billable rate for productive minutes.

This collaborative effort demonstrates the effectiveness of strategic partnerships in driving operational excellence and enhancing customer satisfaction in customer service and technical support.