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Enabling people to deliver more Business Value
An ASSIST focused engagement
Mid-size B2B electronics retailer - working with CRO
- Customer service agents spending significant time in administration
- “Money being left on table” in key accounts
- Growth limited by employee costs & customer service level
- Investigated processes & environment
- Helped create amended customer segmentation & service "touch” model
- Recommended changes in processes and roles to align with model
- Reduced administration bookings by average 26%
- Productivity metrics and “Return per Agent” increased
- “More with same” – avoiding recruitment cost for growth