Case Study Meal Delivery WFM Turnaround

A call center pulled back from the breaking point

National meal delivery provider · Inbound and outbound operations

On-Site Leadership coaching

Real-Time Metrics, agent to leadership

The Challenge

Wait times became the norm, and members started cancelling.

Years of rapid growth had pushed the customer service operation past its limits. A tight labor market made hiring hard, attrition kept climbing, and leadership turnover had left the center without consistent direction. Management had no real-time view of performance, so bottlenecks went unseen and accountability had nothing to attach to. Frustrated members were giving up on a service they couldn't reach, and cancellations were rising.

Attrition on the floor and above it

Agents left faster than they could be hired, and the leadership seat kept changing hands mid-crisis.

No visibility into performance

Without live metrics, nobody could see where the queue was breaking or hold anyone to a number.

Outbound crowding out inbound

The same strained team ran both call directions, and neither was hitting its targets.

Our Approach

Stabilize the floor first, then build the discipline to keep it.

01

On-Site Leadership Coaching

Coached the newly appointed center leader through the transition in person, equipping them to drive change while the crisis was still live.

02

Operational Assessment

Reviewed call profiles, infrastructure, staffing, policies, and leadership structure to map the full set of gaps driving the poor performance.

03

Real-Time Metrics

Stood up daily reporting on the existing cloud telephony platform, with roll-up visibility from agent level to leadership and goals attached to each level.

04

Performance & Retention Programs

Implemented agent metrics, attendance policies, incentives, and a reward program priced against the local labor market.

05

Capacity Planning & Outbound Strategy

Built a resource capacity plan matching staff to inbound and outbound volumes, and recommended outsourcing outbound to free internal agents for inbound service.

The Results