Overview
Our client, a managed services cooperative, supports over 1,500 rural utilities across 48 states. They provide advanced technology solutions for electric and telecommunication utilities, including smart grid implementation, advanced metering, broadband deployments, and back-office support.
Challenge
The client faced high agent attrition rates, difficulties in attracting skilled agents for complex technical support, and the need for additional staffing during seasonal peaks. They required a flexible and scalable solution to manage these challenges while reducing operating expenses.
Solution
ShyftOff leveraged its network of highly qualified, US-based agents to provide experienced professionals capable of handling complex technical support calls. Our gig-powered model allowed for quick ramp-up to meet seasonal demands and high intraday call volumes. This flexibility and efficiency reduced the client's operating costs by 30%.
Implementation
ShyftOff developed a custom campaign to attract experienced agents, converted training into a self-paced program, and vetted agents for security and compliance. Within 60 days, we augmented the client's tech support team with high-performing agents, establishing a support system for real-time access to client knowledge.
Results
ShyftOff's solution delivered:
- 38% reduction in cost per contact (CPC).
- 1.5x same-day flexibility and 2-3x seasonal flexibility.
- 16% improvement in utilization.
- Reliable and productive support during peak volumes and hard-to-staff weekends.