VIDA Management Consultants

Specializing in Customer Interaction

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Reduce Cost

Workforce Management

• Measure the effectiveness of current workforce management practices
• Review and improve work rule adherence
• Transfer Workforce Management knowledge to call center management
• Develop action plans for process improvement in forecasting, scheduling, and intraday management
• Develop a needs / ROI analysis for an automated system
• Implement process changes and measure results

Reduce Turnover

• Identify root causes of employee turnover
• Develop, implement, and measure results of action plans to address root causes
• Develop employee satisfaction and retention process
• Review and improve job design
• Adjust management metrics and responsibilities
• Provide management coaching in retention

First Call Resolution

• Pareto analysis of call types by cost
• Perform root cause analysis on most costly call types
• Analyze escalation procedure and perform root cause analysis on first call resolution failures
• Perform cost analysis of possible solutions, focusing on call avoidance or deflection whenever possible
• Develop, implement, and measure the results of most cost effective action plans