Nutrisystem has a fairly seasonal business, which makes staffing for peak call volumes a challenge. When a call center experiences increases in call volume, hold times inevitably go up and abandon rates become an issue. Nutrisystem had two choices: Staff up for peak periods (a costly operating model), or find a way to mitigate the effects of hold-time.
Learn how they were able to handle their call volume fluctuations more effectively, and reduce abandonment rates, while maintaining a more consistent headcount across their contact center.
Listen to their story!