Protiviti and Robert Half assist a state government contact center operations A state government was struggling to manage a high volume of calls to their contact center and subsequent adjudication transactional surge. The entity contacted us to assist with additional resourcing and workforce management capabilities to right-size their operations in response to COVID-19. Solution Strategy Protiviti led the implementation of a team-based structure which incorporates pod leaders who deliver workforce & performance management activities Contract resources from Robert Half we leveraged to increase the contact center’s capacity and the ability to process adjudication activities Contract resources were quickly sourced and on-boarded to fill both workstreams for all required positions Value Delivered Sourced and on-boarded more than 1,500 phone agents and 300 adjudication resources Deployed over 60 pod leads to oversee phone agents and drive performance management Designed and implemented dynamic dashboards to monitor achievement of KPI’s Sourced and on-boarded more than 1,500 phone agents and 300 adjudication resources
