During a period of significant growth, the client faced a high cost per sale and high agent attrition, while needing to scale its workforce for the summer peak and meet fluctuating call volumes.
Profitability under pressure.
Constant loss of trained agents.
Seasonal demand from April to October.
Unpredictable call arrival patterns.
Fusion CX's workforce management team right-sized manpower for rising seasonal demand from April to October.
550 FTE ongoing and 850–900 seasonal support.
Schedule adherence and volume-pattern analysis.
Candidate pools across geographies for continuity.
30-, 60- and 90-day staffing and training plans.
The client saw a 21% reduction in cost per sale, substantially increasing overall profitability, and a 17% decrease in employee attrition that produced a stable, capable workforce.
Candidate pools in multiple locations also protected business continuity during weather-related events and disasters.
Workforce management is what turns seasonal peaks from a cost problem into a profit opportunity.
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