How a National Meal Delivery Provider Turned Around Its Call Center in 6 Weeks With Workforce Management and Leadership Coaching
Meal Delivery / Food Services · National Provider · Inbound & Outbound Call Center · High Attrition & Service Level Crisis
The Challenge
After years of rapid growth, a popular national meal delivery service found that its customer service operation had reached a breaking point. The internal team was struggling to keep up with both inbound and outbound call volumes, and long wait times were becoming the norm rather than the exception. Callers couldn't get timely answers, and the service experience was deteriorating fast.
The root causes ran deeper than simple volume growth. A tight labor market had made hiring difficult, staff attrition was climbing, and leadership turnover had left the center without consistent direction or operational discipline. Without real-time visibility into performance metrics, management had limited ability to identify bottlenecks or hold teams accountable. The operational gaps were compounding — and their impact was showing up where it mattered most.
Member cancellations were increasing as frustrated customers gave up on a service that had become difficult to reach. The company's leadership recognized this was no longer just a staffing issue — it was a customer retention crisis that required immediate, structured intervention to stabilize the center's performance within 90 days.
Our Approach
Blue Orbit Consulting was brought in to rapidly diagnose the root causes, stabilize operations, and build a sustainable performance framework. Our intervention spanned five workstreams executed on an accelerated timeline:
On-site leadership coaching and change management — Provided immediate on-site presence to support a newly appointed center leader, coaching them through the transition and equipping them to drive rapid operational change across the team.
Operational assessment and root cause analysis — Conducted a comprehensive review of call profiles, call types, current infrastructure, staffing levels, employee policies, and leadership structure to map the full scope of operational gaps driving poor performance.
Real-time metrics and performance visibility — Worked with center leadership to establish daily reporting using the existing cloud-based telephony platform, creating line-of-sight to real-time metrics and enabling roll-up visibility from agent level to leadership level with clear goals and accountability.
Performance management and retention programs — Recommended and helped implement a performance management framework including agent metrics, attendance policies, incentive structures, and a reward program designed to improve agent retention and satisfaction in a competitive labor market.
Capacity planning and outbound optimization — Developed a resource capacity plan to align staffing with inbound and outbound volume requirements, and recommended outsourcing outbound calls to lower costs, ensure timely completion, and free up internal resources for inbound service.
The Results
Daily reporting and visibility established within 2 weeks — Real-time performance reporting was operational within the cloud-based telephony platform, giving leadership immediate insight into call volumes, service levels, and agent performance.
Roles, metrics, and policies redefined within 4 weeks — Manager and team lead roles were clearly defined, agent-level metrics and KPIs were established, and updated policies for attendance and incentives were aligned to market rates and company needs.
Resource capacity plan delivered within 6 weeks — A comprehensive staffing model was in place to understand volume patterns, service level targets, and the inbound/outbound staff required to meet demand — well ahead of the 90-day target.
Sustainable change management embedded — Blue Orbit continued to deliver coaching through a combination of on-site and remote support, enabling the local team to independently manage call center staffing and service levels in real time going forward.
Outbound call strategy optimized — By recommending the outsourcing of outbound calls, the operation reduced costs while ensuring timely outreach completion and freeing internal agents to focus on inbound service quality.
Is Your Contact Center in Crisis Mode?
When long wait times, high attrition, and rising cancellations converge, you need more than a quick fix — you need a structured turnaround. We help contact centers stabilize performance, build real-time visibility, and create workforce frameworks that last.