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Call Center Rapid Growth: Case Study on City of Vancouver
The call center for the City of Vancouver's 3-1-1 line (city information services) was experiencing a 20 percent year-over-year call volume growth rate. They needed a way to handle the increased call volume, without sacrificing quality service or employee satisfaction.
View this brief case study to learn about the workforce management system the city implemented, and how it's able to accurately predict call volume and efficiently schedule employees. Discover the benefits the City of Vancouver experienced as a result, including:
- 0% agent turnover in 16 months
- 8% improvement in adherence levels
- More time devoted to training
- And more