“The sheer flexibility of Inkfish… the way we can ‘turn up or turn down’ the volume of calls they take… has been instrumental in our recent productivity gains.”

For some of our longer-term strategic partners, Inkfish acts as a vital ‘underflow’ facility for their main call centre.

Challenge:

Whenever there were significant seasonal shifts in call demand, our client needed to be prepared ‘for the deluge’… they were also looking to optimise the time they spent handling individual calls.

Solution:

Through a combination of training and quality monitoring, Inkfish has successfully shrunk the average handling time from 9 minutes down to 3.7 minutes.

Snapshot:

With our assistance, the client has managed to reduce the training at the start of each campaign from twelve weeks down to six. (We have also since recommended breaking this further into two-week modules, to give them greater flexibility.)