As an organisation primarily serving young professionals and students, Endsleigh needs to provide a blend of self-service and agent interaction across multiple channels.
As a result, the company turned to Maintel to map out a long-term transformational journey to become a fully integrated, multichannel organisation.
Endsleigh recognised that resource planning could be improved with better utilisation of contact centre resource and matching of agent skills to tasks, which would significantly improve service to customers and increase colleague engagement. What’s more, making day-to-day operational decisions or longer term projections was difficult with current systems. A new overarching process was needed to maximise resource to achieve results.
“Without a coherent view of call centre operations we were unable to put intra-day performance into
context, which made both long-term planning and short-term decision making very difficult,” says Phil.
By following Maintel’s advice to implement systems to more effectively plan, measure and evaluate contact centre resources, Endsleigh could see it would be significantly more efficient, better able to react to changes in demands, improve engagement and ultimately be in a much better position to deliver the best multichannel experience.