CASE STUDYSTRATEGIC
WORKFORCE PLANNING
Implementation of digital operating model for a large Australian company, with deployment of technology and platforms in a call centre facing increased volumes and change in product mix
THE CHALLENGE
STRATEGY

Critical job families were identified to comprise 95% of the workforce gap, highlighting significant missing capability particularly in emerging digital and technology capabilities

CAPABILITY

Optimistic future model projections were already impacting service, with unmet call demand and declining customer service, NPS/CSAT scores

OPERATIONAL

Workforce supply delivery was not aligned to expected demand, with a forecasted FTE supply shortage. This was affected their ability to meet strategic and operational imperatives. The organisation could also not attract and retain the digital skillsets it required to implement and maintain its digital programs

THE INSIGHT

CRITICAL CAPABILITIES

CRITICAL WORKFORCE CAPABILITIES TO BE TARGETED BY PROACTIVE RECRUITMENT & TALENT POOLING AND CREATION OF TARGETED INITIATIVES FOR NEW CAPABILITIES

EVOLUTION

SUPPORT SHIFT FROM TRADITIONAL REPORTING AND METRICS TO REAL TIME ANALYTICS AND INSIGHTS TO DRIVE GREATER CUSTOMER ALIGNMENT

ROADMAP

DETAILED ROADMAP TO TRANSITION THE WORKFORCE SIZE & CAPABILITY MIX TO SUPPORT CUSTOMER SERVICE DELIVERY INTO THE FUTURE

THE IMPACT
$36.4MReduced Labour spend
to be realised
through accelerated
digital transition
+ 50%Retention of critical workforce
under Optimised Business Scenario,
alongside 35%
call volume reduction
95%Workforce gap addressed through targeted actions to ensure requisite workforce