Call center optimization for organ procurement organization
- Location
- Colorado, USA
- Year
- 2015
- Engagement
- Profitability Improvement: Labour Optimization
Non-profit providing screening services for 80+ organ procurement organizations (OPOs) across Canada and USA via call center. Mandated by parent organization to reduce costs and improve service levels. Previous assessments had found no actionable opportunities.
Our team conducted observations to understand call sequence and factors leading to variability in call duration. We reviewed 2+ years of call volume data, staffing and service levels. We improved staffing schedule by implementing non-standard start times for staff that better aligned to call volume.
Call volume by 15-minute interval vs. actual working agents and agents required
USD $800k annualized labor savings opportunity
Client retained labor and re-optimized to drive service level from 71% to 87% (versus target 75%)
Staff retention increased due to improved flexibility for staff to choose non-standard shifts that met their needs