CASE STUDY

Co-op Solutions Contact Center Transformation

Client Overview

  • CUSO with $1.2B in annual revenue

  • Contact center of 250 agents

  • Experiencing growth and operational pressure

  • New CEO, losing confidence in Ops

Client Situation

  • Inconsistent service delivery

  • Attrition rate rising

  • Inefficient call handling and verification steps

  • Limited use of WFM tools and best practices

  • Increasing client frustration

Team Rebus Solution

  • Implemented performance intelligence system and daily leadership routines to strengthen coaching and engagement

  • Streamlined workflows and simplified verification to reduce handle time and improve consistency

  • Modernized capacity planning, forecasting and scheduling practices

  • Improved use of existing WFM technology to optimize intraday performance

  • Created career path aligned to business / staff needs

  • Increased supervisor coaching 17 hrs/wk

Results

42% Improved service level

$2M Hard Dollar Savings

4:1 Return on Investment