A major non-profit call center was struggling with providing continued high service levels in a time of budget constraints. Staff reductions, system cost constraints and limited funds available for software and infrastructure upgrades made business process improvements a first line of defense.

Solution

Perficient was engaged by Operations to assess the call centers and devise actionable, quick-win solutions. Over three weeks the Perficient BPM team:

Listened to more than 500 calls
Devised a list of 34 major, actionable improvement opportunities
Collaborated with change agents to formulate proposed solutions acceptable to all stakeholders

Features

Shortened call transfer time between different call center specializations by over a minute, resulting in a $440,000 annual savings
Streamlined account verification as part of a focus on “delighting the constituent”
Helped representatives solicit donations in a subtle, yet extremely effective manner. The anticipated annual increase in donations was $2,000,000.

Benefits

Generated a 649% ROI over the nine-week call center BPM initiative
The client organization had their best December ever. The Senior Vice President of Operations cited Perficient's involvement as pivotal to making this possible
A consolidation of two call centers to realize further efficiency and constituent service gains was made possible by the new spirit of cooperation engendered by this BPM initiative