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Remote Contact Center & Training Videos – Glo Tanning

Project Background:

Glo Tanning, a luxury sun spa based in the US, needs to scale its contact center to serve its massively growing clientele. There were complaints from some spa owners and store staff saying that they could not get to Guest Services or that no one was answering. There were so many calls and tickets but the staff couldn’t keep up.

  • Accommodate the needs of a growing company – the company is growing fast and needs systems in place to keep up with its growth and be able to scale
  • Systems improvement – needs concrete and repeatable processes, systems, and workflows
  • Improve training and onboarding – have a well-documented training & onboarding in place
  • Accountability for employees – keep employees accountable with KPIs and scorecard

 

Project Task:

Have a fully deployed contact center set up by improving recruitment, onboarding, training, and operations systems and processes

 

Action Items to Complete the Project: 

  • Canvass tools and software that best fit the needs of the company
  • Set up remote software for deployment to the initial batch of employees
  • Audit current processes and training materials
  • Suggest improvements to current training materials
  • Set up training workflows and processes for onboarding and training
  • Create a repeatable onboarding and training system to maximize productivity and efficiency
  • Help set up a knowledge base or job aids to be used by employees
  • Suggest people or roles to hire to scale the operations based on the ideal contact center setup
  • Set up Key Performance Indicators (KPIs) and employee scorecard
  • Create bonus structure based on KPIs (up to 3 revisions)
  • Create call/chat flows that are optimized for client satisfaction
  • Suggest other relevant solutions and opportunities for improvement
  • Create training videos for the company (total of 50 minutes final produced output)
  • Proofread and suggest edits to new training content for up to 3 revisions
  • Suggest improvements to the current recruitment, interview, and employee review process

Key Deliverables: 

  • Process/system audit with recommendations
  • Onboarding and training workflow
  • Knowledge Base (with sample job aid & framework only)
  • KPIs, scorecard, initial bonus structure
  • Call/chat flows for common scenarios
  • Fully deployed call center setup
  • Training videos – 50 minutes total

 

As an acting Director of Guest Services, here are my main responsibilities: 

  • Oversee the hiring, training, and operations of Guest Services Contact Center
  • Build and manage the Guest Services remote team
  • Hire key people to help execute the department’s vision and strategies
  • Lead the department’s continuous process and systems improvement
  • Work on maintaining the contact center’s performance and achieving set metrics

Project Outcome:

Before the project started, there were only 5-6 people at once handling the queue. The average abandon (ABN) rate was 53.82%. That was more than half of the total number of calls! No wonder no one could get through the lines.

Abandoned calls: are from contacts who hung up before speaking with an Agent during the specified time period (most likely due to long wait time)

In 5 months:

  • From 5-6 specialists at once, we were able to scale to 26-30 specialists
  • Significantly reduced ABN Rate from 53.82% to 16.1%
  • Significantly reduced Missed Calls Rate from 67% to 31%
  • Significantly reduced the number of unresolved tickets from 8,179 to 2,549

For the entire project duration (5 months, extended to 1 year) – all key deliverables were completed and we were able to transform the entire department.