Expert people on the ground within 24 hours
Rolling up our sleeves in a global emergency
Contact tracing completion rate within critical period up
Staff productivity up
Attrition levels down
When speed save lives.
The huge scale and urgency of this challenge required expertise, experience and an ability to hit the ground running.
The key objective was to assess and understand a national programme’s specific challenges
And work out how we could fast and effectively apply agile working practices to optimise planning and management of the workforce at the test centres.
We got the call on Christmas Eve and cancelled our holidays to help
We rapidly implemented an innovative cloud-based software solution and service proposition.
To optimise the planning and management of the contact centres, we worked with the relevant health authority to understand their “current state” and to advise on “target future state” with a strategy to get there.
We quickly established that optimising the planning and management of the centres was key to the target outcome.
Adopting a “sprint” framework, we worked fast to get our cloud-based software in place and proposed a focussed service strategy.
Our unique combination of planning and workforce management expertise, together with best-in-class cloud-based planning software, allowed us to deliver huge agility, scalability and transparency to the management and 1,000+ staff members across 6 contact centres
Payroll processing errors reduced to less than 1%
Solution extended to entire network of live contact centres and further 800 staff members
Productivity, enhanced forecasting, and transformation of patient experience continues to evolve
We believe there is always a smarter, more collaborative way to do things. So we have designed and built a company that aims to humanise the experience of transformational change for organisations.
We know that if we gather the most authentic, intelligent and inventive people and put the latest technology in their hands, there is no problem they can’t solve or business they can’t help transform and grow.