Evolv is Client First
After deploying for this client, Evolv conducted four Business Optimization Reviews ("BOR") in six months to review outcomes with executive sponsors and key stakeholders. Leading up to each review, Evolv obtained actionable and ground-level feedback – much of it acquired while providing on-site support – by engaging at all levels of the organization from frontline personnel to recruiters to middle-management to executives.
During the BORs, Evolv uncovered that this outsourced service provider was heavily measured by its key customer on the basis of First Contact Resolution metrics. However, due to limitations on how and how often this data was being captured, these metrics were largely mis-representative.
An analysis driven by Evolv and performed in close coordination with this client convinced the end customer that Average Handle Time (“AHT”) was a more powerful indicator of overall performance and success. Moreover, Evolv is continuously optimizing its science for this particular deployment to focus more heavily on improving AHT.
These BOR sessions continue today, and Evolv supports this client in new business pitches and co-marketing efforts.
Read more about Evolv Client First.
The Evolv Impact:
