Higher Call Capacity with Less

Call capacity is defined as the number of calls that can be effectively managed within a given timeframe, directly impacting call outcomes, responsiveness, and overall customer experience.

This is a major KPI tracked for payer contact centers as it reflects the ability to handle high call volumes efficiently and maintain service quality. In this case study, we explore how Clarity Performance Solutions helped a major payer organization significantly improve their call capacity while simultaneously reducing the number of agents needed.

Initial Challenge

At the start of the year, the payer contact center faced a significant challenge: call volumes were high, but staffing levels were struggling to keep up.

In January, the center employed 51 agents who managed to answer 18,847 calls. However, as call volumes began to grow, the traditional staffing model struggled to maintain the desired service levels, leading to longer wait times and increased frustration specially for their commercial provider customers.

Our challenge was to find a solution that could improve the contact center’s ability to handle more calls while using fewer resources and trained agents.

Action Plan

• Predictive Call Volume Management: We utilize predictive analytics to anticipate call volume trends and adjust staffing schedules accordingly. This proactive approach allows for optimal agent allocation during peak hours, ensuring efficient use of resources.
• Dynamic Agent Allocation: By leveraging cross-functional teams, we are able to supply a dynamic agent allocation system. Agents were assigned to specific queues based on real-time demand, allowing for better flexibility and ensuring that the busiest lines were always adequately covered.
• Workflow Automation Tools: By automating repetitive tasks, such as documentation and follow-up scheduling, agents are able to reduce their after-call work time, making them available for more calls during each shift.
• Performance Optimization Training: We take agents through a targeted training program focused on enhancing call efficiency and reducing handle times without compromising quality. This training helps agents resolve issues faster, ultimately allowing them to take on more calls.

Results & Improvements

The changes began resulting in tangible results within a few months. By July, the number of agents was reduced to 39, while the total number of calls answered that month reached 16,961 — a notable improvement in efficiency.

By September, the number of agents was further reduced to 35, and yet the contact center answered a record 20,510 calls, demonstrating a substantial improvement in call capacity compared to earlier months.

Comparatively, call volume increased by nearly 10% between January and September, while the number of agents decreased by just over 30%. This represents a significant efficiency gain, as fewer agents were now managing a higher call volume, leading to both cost savings and improved service levels.