Launching a Flexible Customer Service Program
Implementing a new client program is often fraught with challenges. This was especially true when Radius implemented and ramped up a new inbound customer service program for a large utility client. With 60 days to launch, we faced multiple challenges:
- Multiple skill types
- Four-week training classes with support from training, operations, and quality
- Launching in the middle of peak volume season, immediately followed by annual low volume
- Ramp up to peak staffing of 45 then quickly adjust to 22
- Radius staffing and schedules were determined by the client’s daily internal call center requirements
- Flexible hour-by-hour staffing to meet call volume and schedule needs
- Use available time for further skill-based training
Exceeding KPIs with Consistent Customer Service
For this program, our team of agents supplemented the client’s internal customer service team. To meet volume demands and to adequately support the client’s internal customer service team, our staffing fluctuated severely – ranging from 45 agents to 22 agents for 60 days.
Our operations team worked closely with the client to adapt schedules quickly and without issue. We were in constant communication with both the client and our internal operations team to ensure we had an adequate number of agents and training classes to meet the go-live date.
The go-live date arrived, and calls were handled efficiently and effectively. Radius was equipped with additional training and management staff to monitor performance and ensure any potential issues could be dealt with quickly. The launch was a success.
Radius had exceeded all KPI goals set by the client and did so within sixty days of our partnership, all the while maintaining both client and utility commission compliance.
As shown in this initiative, launching a successful customer service program often requires a complex, multi-faceted approach. Radius Global Solutions handled everything skillfully to ensure success, blending strategic flexibility, open communication, and dedication to delivering results exceeding the client’s expectations.
About Radius Global Solutions
Radius is a top-tier provider of Business Process Outsourcing Services and is headquartered in Ambler, PA. Radius specializes in providing customer relationship solutions to major corporations. With a workforce of over 2800 professionals dispersed among twelve service centers (9 U.S., 2 Near-Shore, and 1 Off-Shore), Radius has the infrastructure and experience to support its clients and their customers through multiple channels including phone, email, and chat.
