Lifeline is a national charity providing 24 x 7 crisis support and suicide prevention services via a virtual network of volunteers based in many locations throughout Australia. In 2012, the Department of Health set Lifeline a target call answer rate of 80% of calls answered to be achieved by June 2015.
To support this objective, Lifeline purchased and implemented a Workforce Management (WFM) system for use across their virtual contact centre network. All centres were trained to use the system with several centres using it to replicate their previous rostering practices, however the system functionality was not being fully utilised to optimise call answering across the virtual network.
Strategic workforce planning tools are highly effective when implemented correctly. Download the case study to learn more.
Our Customer Experience Consulting team stepped in to assist Lifeline meet its targets.