Global Field Escalation Program

SITUATION

Our client was struggling with a new program responsible for providing post-sales escalation support to internal and external customers. Challenges included a lack of established processes and procedures, unclear expectations for the program and consultants, and increasing attrition due to undefined career paths and low team morale. We were engaged to help establish a steady and successful program by building a more experienced escalation team, achieving cost savings, reducing attrition, and improving consultant morale.

SOLUTION

Our team was given a six (6) month timeline to show progress and improve the program. To meet this target, we established and implemented a program based on our proven Workforce Management processes. Our solution included:

• Establishing a team of 27 escalation agents and creating a career growth plan, which included clear paths to leadership roles and growth for consultants
• Implementing formal training for new hires and setting expectations for the team regarding operations, performance management, etc.
• Holding weekly team meetings to discuss updates, trends, questions/concerns
• Providing a dedicated, onsite Account Specialist to serve as a resource for our consultants, drive retention, and improve morale through appreciation events and quarterly teambuilding activities

RESULT

As a result of our Support Service Centers solution and Workforce Management program, our client’s Global Field Escalation Program (GFEP) operation costs have remained manageable while overall efficiency and team productivity have continuously increased. We helped our client achieve 11% cost savings year-over-year while revenue grew 32% over a four-year period. Because of this team’s success, escalation services have expanded throughout other client teams and broadened the customer base. The program has received excellent feedback and recognition from client leadership including earning the client's "Best of We" award in 2020.