Project Summaries

Shared Savings from Staffing Models

Shared Savings from Staffing Models

Project Details

Client:

Ecova, Inc. – a leader in Energy Management

Business Area:

Energy Monitoring and Optimization Contact Center

Opportunity:

A contact center with strong seasonal work variation needed to right-size staffing for workload

Approach:

Led a Lean Engaged Team Performance effort to optimize labor efficiency

  • Deployed a self-reported time study to measure all work types
  • Developed a staffing model based on time study standards
  • Reorganized into Client Focused Teams for cross-functional coverage
  • Realigned individual work schedules with by-the-hour load projections
  • Aligned annual hiring and training plans with workload variation
  • Reduced staffing through attrition in off-cycle seasons
  • Implementation Partners’ fee structured as a portion of the savings

Results:

$530,000 per year in improved labor efficiency

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