Success Story 1

With the intention of creating operational efficiencies, a wireless telecommunications provider consolidated five small call center queues into one larger queue. In doing so, the carrier discovered major operational inefficiencies in the day-to-day processes and reporting tools. As a result, the department was being staffed to nearly twice the size and none of the original objectives of the initiative were being met. As the complexities of the consolidation were being realized, the carrier turned to Andrew Reise for help.

Andrew Reise consultants took a lead role in identifying quick hit solutions that created an immediate cost savings. Further, Andrew Reise created reporting tools and performance management guidelines which allowed management visibility to excessive staffing levels and the ability to see how to correct oversights. As a result, the system, process, and reporting enhancements lead to a 45% reduction in operating costs.