A utility with national coverage
Billing and tariff-change peaks
Capacity reserve triggered by tariff changes, with training completed before the peak rather than during it.
Case facts
- Delivery model
- Onshore Portugal
- Variant
- pt-PT
- Team
- 12 permanent, 40 at peak
- Time to launch
- 6 weeks
The problem
Each tariff change produced a contact peak predictable in date and unpredictable in size. The team was trained mid-campaign, which meant losing the first week.
What we built
Contracted reserve with specific training completed before the effective date, and scripts prepared for the questions that particular change would generate.
Compliance
Onshore in Portugal, with customer data staying inside the EEA.
Results
- people at the tariff peak
- 40people at the tariff peak
- weeks lost to training during the peak
- 0weeks lost to training during the peak
- wait time in the first week
- -33 %wait time in the first week
- of training lead time
- 3 sem.of training lead time
The difference was arriving trained on day one.
Let us look at the numbers for your case
Tell us which processes you want to outsource, in which languages and at what volume. We come back with a euro estimate and an operating design, with no commitment.
We reply within 6 hours on working days. If you would rather write: info@corpshore.solutions