Established an enterprise-wide KPI benchmark across all contact centers for the client to enable consistent performance measurement and cross-line-of-business comparison
Identified critical gaps in coaching, workforce management, and knowledge management, providing strategic and quick-win improvement opportunities
Equipped leadership with targeted recommendations to improve customer experience, increase efficiency, and strengthen employee engagement
The Situation
The client operates multiple contact centers serving diverse lines of business, including group benefits, individual insurance, and wealth. These centers handle both complex and straightforward client inquiries that require technical expertise and empathetic service delivery. The client recognized they needed a clear, objective view of how their contact centers were performing relative to Canadian insurance peers and global best-in-class operations. Leadership also observed challenges with workforce management and performance management practices. They engaged Burnie Group to provide a data-driven benchmark and actionable recommendations for improvement.
The Approach & Solution
Burnie Group conducted a comprehensive contact center benchmarking diagnostic, combining quantitative analysis and qualitative assessment to provide an end-to-end view of performance. We conducted interviews and focus groups with over 50 stakeholders across leadership, operations, workforce management, quality assurance, performance management, training, and knowledge management. To deepen our understanding, we facilitated a “day-in-the-life” analysis of team leaders and managers, conducted a full-day site visit at the client’s primary Canadian contact center, and hosted a call-listening session with leadership to assess customer experience and system navigation across call types.
In parallel, we gathered and analyzed quantitative performance data across five critical dimensions: Customer, Employee, Efficiency, Operating Model, and Value Creation. We analyzed and compared results to Canadian insurance peers and global best-in-class benchmarks. Finally, we synthesized the qualitative and quantitative findings to develop a prioritized set of strategic and tactical recommendations. These focused on improving training environments, enhancing coaching effectiveness, aligning KPIs and scorecards, and strengthening workforce and knowledge management practices.
The Result
The engagement delivered a clear, data-backed view of the client’s contact center performance, highlighting both areas of excellence and opportunities for improvement. Leaders gained a consolidated, organization-wide baseline of KPIs for the first time, enabling consistent tracking and accountability. The diagnostic revealed actionable paths to improve on specific KPIs, strengthen frontline coaching and development, and enhance employee experience.
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