Overview

Leading US Pizza Chain Achieves Record-High Call Resolution with Riseup Labs' BPO Services Case Study Overview

A prominent pizza chain, headquartered in Winnipeg, Canada, operates 50 stores across the region. With a staggering monthly pizza order volume exceeding 55,000, the client faced operational challenges stemming from an outdated Point of Sales (POS) system and inconsistencies in their call center support. With Riseup Labs’ expert Business Process Outsourcing solutions, the company was able to achieve record-high first call resolutions.

The Challenge

Addressing Low first call resolution rate, long wait-time, and high Average Handling Time (AHT).

The client faced several operational inefficiencies with its previous call center services, leading to a significant downturn in performance. Moreover, the vendor also suffered from a high attrition rate which led to a lack of trained staff and an increased recruitment and training cost.

Leading US Pizza Chain Achieves Record-High Call Resolution with Riseup Labs' BPO Services The Challenge

An outline of the challenges are as follows:

  • Inconsistent Performance: Wait times exceeded 10 minutes, causing dissatisfaction.
  • High Attrition: Staff turnover averaged 12-15% monthly.
  • Missed Targets: Average Handling Time exceeded 150 seconds (target: 120-135 seconds).
  • Low Resolution Rates: First call resolution was 80-85% (target: 90%).

Turning Obstacles into Opportunities

Implementing the right strategies to ensure exceptional business process solutions.

Handling the sheer volume of calls and meeting extensive resource demands required Riseup Labs to implement a strategic and innovative approach to deliver exceptional business process outsourcing services.

Leading US Pizza Chain Achieves Record-High Call Resolution with Riseup Labs' BPO Services Obstacle to Opportunities

Here’s how Riseup Labs overcame hurdles to provide outstanding business process solutions:

  • Identifying skill gaps to ensure swift resolution of the client’s operational inconsistencies.
  • Addressing infrastructure hurdles like unstable electricity and internet connectivity to stabilize operations.
  • Upskilling the team to surpass the client’s rigorous benchmarks of AHT and first-call resolution rates.
  • Assessing capacity and scaling needs to meet increasing demands while maintaining superior service quality.

The Solution

Delivering 360° solutions through skilled professionals, capacity building, and infrastructure support.

From assigning a seasoned CSR team to providing certification training and improving infrastructure, Riseup Labs quickly adapted its Business Process Outsourcing solutions to meet its client’s high demands.

Needs for Call Center Services company Riseup Labs

Below is a summary of the solutions.

  • Team Deployment: Deployed seven skilled CSRs and a dedicated Team Leader.
  • Infrastructure Upgrade: Ensured stable operations with electricity backups and three dedicated ISPs.
  • Training: Certification training to upskill the team.
  • Performance Impact: Reduced AHT to 90-110 seconds and hitting a 95-97% first call resolution rate.

This page was last edited on 1 January 2025, at 11:07 am