Industrial Asset Auctioneer Unlocks $1.2M in Annualized Cost Savings from Call Center Optimization
An industry leader in industrial asset disposition & management, this client provides auctioning services across North America
$1.2M
recurring annualized cost savings identified
88%
reduction in average call wait times
Challenge
Our client had recently won a government surplus contract and coupled with its existing two auction platforms was experiencing a continuous surge in call volumes, exacerbated by Covid (forcing customers to connect virtually for auctions) vs the traditional onsite practice. Consequently, call center operations were inundated, average wait times (AWT) increased well above industry standards, and customer dissatisfaction was evident.
Discovery
TPG conducted an 8-week initiation study uncovering three focus areas that would dramatically improve customer experience:
Aligning and educating the customer care team to feel empowered to support customers
Creating effortless self-serve online support mechanisms
Employing company-wide solutions to improve internal processes
A roadmap of 26 projects across 9 programs was developed and executed over a 16-month period to tackle 77% of the pain points identified in the earlier study. Examples of workstreams include:
Organizational Design – Aligning and defining roles & responsibilities and defining dedicated agents to support specific client groups
Technology Improvements – Integration of tech improvements to call center functions such as virtual queueing, approval workflows, and screen-pop ups
Support Intake & Optimization – Providing new online features for customer self-service and quicker options to get in touch, (Online Chat, Chatbot, and Call Back features)
Agent Empowerment – provision of learning tools, system enhancements, and dedicated support allowing the customer service team to be champions by improving the customer experience and brand reputation
Value Created
As a result of this engagement, this client realized immediate and long-term financial and strategic benefits:
Over $1.2M in recurring cost savings
88% reduction in AWT (from 9 minutes to less than 1 minute)
28% reduction in Average Handled Time (AHT)
32% reduction in case volume despite increased sales
Call wait times before and during the project horizon. The orange line includes call back option wait times after integration.
