Vista 360
Case Study
Hutchinson 3G experienced a period of rapid growth during 2004 and 2005 due to their competitive pricing and the lack of strong 3G competition. As a result they could not meet their service levels because their demand for contact centre capacity was rising at a rate faster than they could deploy – 200 new seats were require every month. We had worked for the Customer Services Director, Eric Disney, previously at Orange when we conducted a Vista 360 study that enabled them to optimise capacity and improve service levels from 8% to 70% within 8 weeks.
- Both Glasgow and Mumbai operations were delivering AHT significantly longer than that of comparable centres in the Mobile Benchmark group.
- Crystal Redwood, the best performing advisor across both sites, was consistently outperforming the average advisors with an AHT of 290 seconds combined with upper quartile call quality scores.
Working in both the Hutchinson centres in Glasgow and Mumbai (1000 seats in total), we deployed two teams and conducted a two week intense Vista 360 study that revealed significant opportunities for AHT reduction. The following table summarises the results that show:
- Both Glasgow and Mumbai operations were delivering AHT significantly longer than that of comparable centres in the Mobile Benchmark group.
- Crystal Redwood, the best performing advisor across both sites, was consistently outperforming the average advisors with an AHT of 290 seconds combined with upper quartile call quality scores.
| Location | Call States (Time in seconds) | |||||
| Greet ID and V | Call Body | Wrap | Hold | Unavailable | Total AHT Inc Wrap | |
| Mumbai | 55 | 277 | 65 | 69 | 27 | 493 |
| Glasgow | 54 | 332 | 205 | 78 | 0 | 669 |
| Mobile Benchmark | 46 | 182 | 54 | 32 | 0 | 314 |
| Best practice - Crystal Redwood | 25 | 191 | 67 | 7 | 0 | 290 |
| Target | 30 | 230 | 70 | 20 | 0 | 350 |
| Actual | 307 | |||||
Working with a joint team including the client’s staff, we set a stretch goal of reducing AHT to 350 in a 6 week period. We designed the training and coaching material and implemented and managed the intervention and the net result an actual AHT of 307 seconds which was subsequently maintained. This was achieved through:
- The implementation of a best practice calls structure.
- Simple application changes to improve the call flow
- Simple process changes.