Results that convince — worldwide and across industries.

Agent utilisation — at reduced headcount

eMobility Support Transformation

Situation

A comprehensive transformation programme in eMobility customer support revealed deep operational challenges — in particular agent utilisation far below the industry norm.

Approach

Introduced real-time monitoring, built a new workforce management (WFM) function and set clear rules on scheduling, response times and system use — alongside deliberate change management: transparent communication, leadership coaching and targeted engagement initiatives.

Result

Agent utilisation rose to over 80% and occupancy gained 35%. Stable service levels at reduced headcount — a decisive step in stabilising the operation and the culture.

KPI attainment — from 31% to over 75%

KPI hit rate raised for a Fortune-500 company

Situation

In a global partnership with a leading Fortune-500 travel company, only 31% of the agreed performance indicators were being met consistently.

Approach

Data-driven root-cause analysis, micro-learnings, real-time coaching and disciplined outlier management.

Result

KPI attainment rose to over 75% within a few months. This not only improved service quality significantly but also durably strengthened the client’s trust.

Reachability — CSAT +21 points

Omnichannel transformation strengthens service quality in Ireland

Situation

An established service centre serving several clients struggled with falling reachability and growing dissatisfaction in a phone-only support model.

Approach

Phased introduction of a modern omnichannel infrastructure — live chat, messaging and IVR self-service — supported by training and new routing logic.

Result

Reachability rose by 37% and CSAT by 21 points. The centre’s clients also benefited from more efficient operations and a modernised service offering.

NPS points — higher CSAT

Customer experience and NPS lifted

Situation

For a high-end US retail chain, customer experience and brand perception needed a noticeable lift.

Approach

Targeted analysis of the customer journey and conversation-skills training — with first-contact resolution as the key criterion.

Result

Net Promoter Score rose by over 15 points and CSAT markedly. The result: durable loyalty, better reviews and a more positive brand perception.

Cycle times — without quality loss

Processes optimised and costs reduced

Situation

At a European service provider, inefficient workflows were dragging on speed and economics.

Approach

Use of lean methods and targeted automation to restructure the processes.

Result

Cycle times fell by 30% and operating costs measurably — without quality loss. The new process landscape enabled more precise resource planning and greater transparency.

Single source of truth — real-time dashboards

Transparent reporting structure established

Situation

A high-growth company was steering via manual, fragmented reports without a reliable shared data basis.

Approach

Introduced a new reporting and steering structure with a central data source (a single source of truth) and real-time dashboards.

Result

Faster management response, stronger ownership of results within teams and a durably KPI-oriented company culture.