Overview

A growing organization managing high-volume inbound contact center operations was facing increasing challenges in maintaining service consistency and agent performance.

With limited access to operational tools, inconsistent processes, and staffing gaps, the organization struggled to deliver reliable customer support. These inefficiencies led to frequent escalations, reduced agent engagement, and unstable performance outcomes.

To address these challenges, the organization partnered with Tollanis to implement a structured contact center solution focused on workforce optimization, operational visibility, and performance management.

A Challenge Rooted in Operational Gaps and Workforce Instability

The organization's contact center challenges were driven by operational and workforce management gaps:

• Limited access to call recordings, tools, and agent schedules
• Insufficient staffing levels impacting daily operations
• Team meetings frequently cancelled due to workload pressure
• Coaching sessions shortened or skipped
• Disorganized processes with unclear client guidelines
• Frequent client escalations leading to agent removals

The existing setup created a reactive environment where performance issues were addressed after escalation rather than proactively managed.

Tollanis Brings Structure, Visibility, and Workforce Optimization

Tollanis implemented a contact center solution focused on operational structure, workforce management, and performance tracking.

Centralized Operations & Communication Framework

• Shared tracker introduced across client and operations teams
• Structured ticketing system implemented for request management
• Clear visibility and accountability established across activities

Workforce Optimization Model

• Regular staffing reviews with supervisors
• RYG agent classification implemented:

Training & Development Enhancements

• Structured onboarding improvements
• Training refreshers and knowledge alignment sessions
• Monthly performance check-ins implemented

Operational Governance & Performance Tracking

• Standardized processes for QA, call monitoring, and feedback
• Defined escalation handling and reporting structure
• Streamlined performance tracking and monitoring

The Results: Measurable Contact Center Performance Improvements

The partnership delivered measurable operational improvements across service delivery and performance management:

• 95%+ call answer rate
• ~3–5% abandon rate
• 9–17 second Average Speed of Answer (ASA)
• ~3.2–3.5 minute Average Handle Time (AHT)
• 90% QA Pass Rate YTD
• Monthly client escalations reduced from 5–7 cases to 2–3 cases

Operational Impact

• Streamlined performance tracking and monitoring
• Defined escalation governance and reporting structure
• Standardized QA and operational processes

The Bottom Line

By partnering with Tollanis, the organization implemented a more structured and performance-focused contact center operation.

With improved workforce management, operational visibility, and standardized operational processes, the organization now delivers:

• Reliable inbound contact center services
• Structured escalation management
• Standardized QA and performance monitoring
• 95%+ call answer rate
• ~3–5% abandon rate
• 90% QA Pass Rate
• Reduced monthly escalations from 5–7 cases to 2–3 cases

Tollanis enabled the organization to establish a stronger operational framework focused on consistency, visibility, and measurable performance outcomes.