You don’t have to be big to be effective. See how quality at Ingenico’s 54-seat helpdesk drove sales, was the catayst to discover the value of resource planning, when service levels plummeted following a huge surge in sales and innovative schedules achieved 75% voluntary take-up. This led to a renewed focus on quality with a new approach to training and more people-time in the daily schedule. With low rates of absence and attrition, the new operating environment also offers far greater ability to absorb a crisis in the future.
Taken from Best Practice Guide 2007 – The Professional Planning Forum 2007
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