+60% agent throughput, no new hires.
Daily agent output rose from 5 to 8 tasks/day — beating a 7/day target — through process optimization, automation, and change management. Oct 2025–Mar 2026.
Every tracked KPI, exceeded.
Task completion rose from 5 to 8 tasks/day against a 7/day target. Escalations fell from 10/week to 4, against a 5/week target. Agent satisfaction rose from 6.0 to 8.5, against an 8.0 target.
Agent throughput · Q1 2026
Tasks / day8 / 7 target
Escalations / wk4 / 5 target
Agent satisfaction8.5/10
+60%
daily agent output · target was +40%
−40%
task cycle time · 2.5h → 1.5h
−60%
weekly escalations · 10 → 4
The problem
Manual processes, inefficient workflows, and a lack of integrated tools led to suboptimal task completion rates and extended cycle times — slowing delivery, increasing rework, and lowering agent satisfaction.
Our approach
- Process optimization — streamline existing agent workflows to eliminate redundancies and bottlenecks
- Technology integration — ship automation tools and system enhancements for faster task execution
- Performance monitoring — establish clear KPIs and real-time tracking
- Change management — train and support teams through adoption
Timeline
| Period | Milestone |
|---|---|
| Jul–Sep 2025 (Q3) | Baseline measurement — before-state KPIs across all tracked metrics |
| Oct 2025 | Kickoff — process audit, workflow mapping, technology assessment complete |
| Oct–Dec 2025 (Q4) | Implementation — automation tools deployed, workflows optimized, training delivered |
| Jan–Mar 2026 (Q1) | Measurement — every tracked KPI exceeded |
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