The Connection® works with a small, national non-profit agency that provides a hotline for people in need of “safety net” social services. The client was looking for a customer service team that could provide them with the right manpower and call center technology to handle their high call volume.
Client Goals for Outsourcing
The Client had two main goals:
- Staff the phones as needed, both in terms of numbers of people and hours of coverage
- Create a system by which they can keep a national social services directory current
The Connection® Solution
In order to handle a large national database of customers, The Connection®...
- Developed a custom CRM solution that manages customer contacts and update information
- Created a systematic methodology for contacting and updating all the social services and agencies that will be referred to people in need
- Utilized our workforce modeling software to forecast a scheduling plan for the agents based on necessary hours of operation and that would conform to the budget of the non-profit agency
The Result
The Connection® was able to successfully leverage a series of internal capabilities including workforce, forecasting, budgeting, and technology into a series of processes and procedures that would ensure the success of the non-profit agency and their ability to deliver the desired services to the public.
