Artur Hankus, Senior Manager of Acquisition Operations, PillPack Inc. Transforming a Complex Contact Center Into a High Performing Organization Artur Hankus, Senior Manager of Acquisition Operations, PillPack Inc.

PillPack Inc.

PillPack Inc.

Agenda Overview of PillPack Inc. and contact center operations Challenges and results Best practice: Staffing model to help blended contact centers reach sales goals

Challenges No transparency/metrics around agent performance and limited insights into campaign performance High ASA meant lost opportunities Low lead conversion rates Company direction changed for the dialer platform

Results Deployed new platform in 4 weeks Implemented advanced reporting to evaluate campaign strategy, give visibility into agent performance, and provide feedback loop to agents

Results (Continued) Increased campaign conversions Outbound: 270% increase Inbound: 30% increase Improved average agent utilization from 38% to 73% Boosted ASA by 90%

Best Practice: Staffing Model Overview: Staffing blended contact centers is challenging. We needed to define the correct number of resources to hit our sales goals. Solution: Created a formula to accomplish our objectives and align our media plan with staffing needs.

Staffing Model Example Agent utilization x Logged in hours x Average closes per hour 75% x 1000 x 0.6 = 450

Questions?

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