Case Study: Corporate Call Center
The company and our engagement
A full-service inbound and outbound contact and call center engaged with ASG to evaluate current business operations and revamp internal and external reporting.
Reporting process was archaic, resulting in time leakage and errors.The company wanted to build a reporting infrastructure to standardize reporting and streamline generation across clients.
How can the solution be simplified for easy access across differing levels of tech savvy within the organization?
How can reporting be standardized to be scalable across customers and to account for future business?
Identify pain points in current report generation process
Streamline reporting process through automation and standardization of reports across customers
Errors due to manual processing have been eliminated and manager time is now freed up for higher value-add activities such as training employees, taking on new projects, and increasing efficiency of deliverables.