1. 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.

2. PillPack Inc.

3. PillPack Inc.

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

5. 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

6. 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

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

8. 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.

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

10. Questions?

11. Thank you!