Scalable Support and Operational Excellence Through Omni’s Fractional Workforce Solutions
Learn how Omni Interactions helped a leading provider of payment solutions dynamically scale its workforce while improving efficiency, quality, and engagement.
60%
WORKFORCE FLEXIBILITY
94%
QUALITY SCORE
3X
Faster onboarding
The Company
A Trusted Financial Solutions Provider Seeks Agile and Scalable Workforce Support
A leading provider of payment solutions partnered with Omni to address challenges in workforce scalability and, operational efficiency. As a company handling high volumes of transactions and customer interactions, they needed a flexible and reliable support model to seamlessly manage fluctuating demand without compromising service quality. With seasonal spikes and evolving performance benchmarks, they required a solution that could rapidly scale while maintaining consistency and responsiveness.
The Challenge
Meeting Seasonal Workforce Demands Without Sacrificing Quality or Efficiency
The company faced significant fluctuations in demand, requiring precise workforce scaling to maintain operational efficiency. Their business model required 250 full-time equivalents (FTEs) in the first week of each month, then reducing to 100 FTEs for the remaining weeks. During peak season (November to February), demand surged to 250-250-150-150 FTEs per week, while in low season (March to May), it dropped dramatically to just 13 FTEs per week during low weeks. Managing this level of variability with a traditional workforce model proved inefficient and costly, leading to challenges in maintaining performance, quality assurance, and workforce engagement
The Solution
A Fractional Workforce Model with Dynamic Scaling and Tailored Support Strategies
Omni Interactions implemented its highly flexible Fractional Workforce Solutions to align with the company’s fluctuating workforce needs seamlessly. Omni rapidly scaled up to meet surging demand, ensuring uninterrupted service delivery, while efficiently downsizing during low-volume months without unnecessary overhead costs. Additionally, Omni introduced a tailored Crisis Protocol, providing rapid deployment of skilled support teams to maintain performance consistency.
“Your fractional team is exceeding my expectations and has done an amazing job! .... It has truly been astonishing what you all have accomplished!”
The Results
Unmatched Scalability, Quality, and Engagement Metrics
Omni’s agile workforce solution delivered superior operational results, achieving a 94% QA score—exceeding the 90% target—and consistently meeting evolving AHT goals. The speed-to-competency of Omni’s workforce impressed leadership, demonstrating the ability to quickly onboard and deploy skilled agents. Engagement metrics also set new industry standards, with vendor survey take rates reaching 34%, significantly surpassing the 10% industry average. Communication between Omni and the client was effortless, reinforcing the value of a flexible, results-driven partnership. By combining innovation with scalability, Omni Interactions provided a workforce solution that not only met but redefined industry benchmarks, ensuring long-term operational success.
Conclusion:
Omni Interactions provided a transformative workforce solution that enabled the client to seamlessly scale operations, maintain exceptional service quality, and optimize efficiency despite extreme demand fluctuations. By leveraging Omni’s Fractional Workforce Model, the client successfully navigated seasonal surges and low-demand periods without the burden of excessive overhead or performance dips. The tailored Crisis Protocol and high-speed competency ramp-up further solidified Omni’s ability to deliver consistent and reliable support. With QA scores exceeding expectations, industry-leading engagement metrics, and an effortless collaboration experience, the partnership demonstrated the power of flexible, technology-driven workforce solutions. Omni’s approach not only met the client’s operational goals but redefined industry standards, positioning them for sustained success in an evolving market.
Why Omni for Financial Services?
25%+
Total Cost Savings
43,725
COMMUNITY OF Financial Service WorkerS
800
Workers Ramped In 4 Weeks
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