Results

Proof, not promises.

Real contact centres, real numbers. Here’s what changes when workforce management is done properly.

Featured · WFM Navigator™

59% 85%

Service level in less than 60 days.

London Borough of Barking and Dagenham

“Within 60 days, we are hitting targets, making data driven decisions, and my managers are actually managing people again. Solid Rock transformed our operations, and I highly recommend them to any organisation needing strategic workforce clarity.”

Sabina O., Head of Customer Service

A WFM Health Check, then WFM Navigator running resource planning across three fully remote contact centres: Housing Repairs, Generics, and Welfare and Debt.

Read the LBBD case study

More case studies

Different problems. The same discipline.

Healthcare benefits · WFM Navigator™

3 → 21

Accounts supported, before SRC and today. 7x growth.

Overstaffed at 99–100% service level with single-digit occupancy, and fully reliant on one BPO. SRC built ramp planning, a BPO champion/challenger scorecard and the client’s own WFM function.

“Sign the contract. It’s worth every dime and then some! We achieved our highest occupancy goals while meeting SL goals too.”

Head of Customer Care · 10/10 would recommend

Read the case study

Travel Inc · Verint Professional Services

Verint, working

A complex Verint WFM implementation turned into a working operation.

Multiple vendors, complex integrations and data dependencies. SRC delivered a WFM Health Check, Verint professional services and hands-on Verint WFM training.

“Juanita Coley did an excellent job with our WFM training. She understood both the technology and, more importantly, how the system needed to work in a real operational environment.”

Eric A., Travel Inc · 5-star Google review

Read the case study

What Navigator clients typically see

20–40%Improvement in schedule utilisation
Less overtimeAnd less burnout, through better planning
Steadier serviceEven during disruption
Time backLeaders return to strategy

In their words

What clients and partners say.

“She was able to guide us to solutions we were not sure would even exist and advised us on how to best utilize this new system.”

Twyla White, Sacramento Municipal Utility District

“Juanita has an innovative mind and is quick to assess a more efficient manner for completing tasks.”

Mark Lee, Intraday Analyst, Eastlink

“We are proud to partner with Solid Rock Consulting to help businesses reimagine CX in this new era of contact center transformation.”

Andy Dignan, SVP Global Channel and Services, Five9

Trusted by teams at

WalgreensAccentureGoogleUnitedHealthcareArise

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