Almond Insight has supported the implementation of a workforce management process at a multi-lingual customer-service centre. The process included the use of a new system, management processes and guidelines to improve call-load management, responsiveness to customers and cost efficiency.

Almond Insight has also helped a leadership group create a vision and a strategic plan for outsourcing key activities in a multi lingual customer services centre. We have also supported the actual outsourcing process by helping to lean the various customer handling processes so that they are more efficient and easy to follow.