Challenge
- To support continued growth and focus on optimizing performance, and customer satisfaction, this client identified a strategic opportunity to improve the existing Call Center Capacity and Expense Planning processes.
Solution
- Facilitated more accurate, timely and efficient planning and forecasting of an end-to-end Call Center Capacity and Expense Planning for the company’s 15,000 agents and 1000 support staff at peak across 8 partners, 45 sites and work from home, in 10 countries by leveraging the Anaplan Connected Planning solution.
Outcome
- Increased value-added analysis & strategic decision making enabled by solution integration with supporting data sources.
- Communicates training and staffing requirements instantly & consistently to external business partners to improve visibility and accountability.
- Monitors progression of partner-defined agent learning paths required to meet peak demand.
- Analyzes partner performance across multiple KPIs and determine shifts to partner strategies, balancing the impacts of cost and customer experience.
- Facilitated collaboration and data-driven decision making amongst stakeholders.