Evolv Improves Hourly Productivity by 10%
For this client, improving the productivity of its frontline workforce was a top strategic priority communicated throughout the company. An immediate objective was to reduce the average handle time of customer contacts.
Evolv customized and configured a deployment with this goal in mind. Specifically, Evolv sought to identify and quantify the ‘brand affinity’ of every applicant, then to correlate these scores to key productivity metrics. With the solution validated to yield certain Average Handle Time and First Call Resolution targets, the screening thresholds have been optimized over time.
With a customized and configured deployment from Evolv that took this specific goal into account, the client reduced AHT by over 10%.
Evolv's P&L Impact: $19 million over the investment period
The Evolv Impact:
