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