Critical job families were identified to comprise 95% of the workforce gap, highlighting significant missing capability particularly in emerging digital and technology capabilities
THE CHALLENGE
Optimistic future model projections were already impacting service, with unmet call demand and declining customer service, NPS/CSAT scores
Workforce supply delivery was not aligned to expected demand, with a forecasted FTE supply shortage. This was affected their ability to meet strategic and operational imperatives. The organisation could also not attract and retain the digital skillsets it required to implement and maintain its digital programs
THE INSIGHT
CRITICAL CAPABILITIES
CRITICAL WORKFORCE CAPABILITIES TO BE TARGETED BY PROACTIVE RECRUITMENT & TALENT POOLING AND CREATION OF TARGETED INITIATIVES FOR NEW CAPABILITIES
EVOLUTION
SUPPORT SHIFT FROM TRADITIONAL REPORTING AND METRICS TO REAL TIME ANALYTICS AND INSIGHTS TO DRIVE GREATER CUSTOMER ALIGNMENT
ROADMAP
DETAILED ROADMAP TO TRANSITION THE WORKFORCE SIZE & CAPABILITY MIX TO SUPPORT CUSTOMER SERVICE DELIVERY INTO THE FUTURE
THE IMPACT
$36.4MReduced Labour spend
to be realised
through accelerated
digital transition
to be realised
through accelerated
digital transition
+ 50%Retention of critical workforce
under Optimised Business Scenario,
alongside 35%
call volume reduction
under Optimised Business Scenario,
alongside 35%
call volume reduction
95%Workforce gap addressed through targeted actions to ensure requisite workforce
