Contact centre and customer experience consulting since 2006
The discovery is in the numbers. The solution is in the story.
The Renna Group works alongside contact centre and customer operations teams, digging through their data layer by layer to uncover what it is really saying, then builds practical solutions with the people who deliver the work. The goal is always the same: a more efficient department, stronger ROI and customers who stay.
- 2006Founded in Toronto
- 25+Years in contact centre operations
- 15+Industries served
- 50 to 2,000+Size of teams led
Areas of focus
Most challenges in a contact centre show up first in the numbers. The work starts there and extends to the people, processes, technology and budgets behind them.
Analytics and insight
Digging into KPIs, workforce data and cost to find the story behind the results, whether that is CSAT, NPS, FCR, AHT, service level or retention.
Solution finding
Critical thinking applied to root causes rather than symptoms, leading to options that are realistic for the operation, its budget and its people.
Building teams
Hiring, coaching, quality programs and succession planning, and developing leaders who can sustain the improvements on their own.
Budget and P&L management
Multi-million-dollar budgets and P&L accountability, with a focus on margin, cost control and making every dollar work harder.
Operational efficiency
Workforce planning, forecasting and scheduling, shrink reduction, process redesign and peak season readiness.
ROI and revenue
Connecting operational changes to financial outcomes, including upsell and cross-sell programs and improved return on fundraising and sales campaigns.
Client and customer retention
Understanding why customers, donors and clients leave, and building the service, stewardship and account management that keeps them.
Outbound programs
Outbound sales, telemarketing, fundraising and retention campaigns, from script and funnel design to conversion and compliance.
Start-ups and launches
Building support and sales operations from the ground up, including greenfield sites, rapid scaling, business rules and technology selection.
CCaaS and technology
Vendor-neutral CCaaS platform assessment, selection and migration as a CCaaS channel partner, and getting more from existing routing, IVR, CRM and WFM tools.
AI and automation
Practical adoption of AI across self-service, routing, knowledge management, QA and agent assist, introduced without disrupting service levels.
BPO and vendor management
Outsourcing strategy, partner performance, SLAs and commercial models across inbound and outbound programs.
Industries
Experience across inbound, outbound, omnichannel and 24/7 environments, in organizations ranging from start-ups to global outsourcers.
Selected experience
A few examples from Roberta's operating and consulting career.
- 0 to 900 staff in 6 weeksA greenfield site launched across 9 concurrent programs, with a $50M P&L brought to profitability within 6 months.
- 30 to 300 staff in 6 monthsOnline gaming support scaled to keep pace with growth, as daily transactions rose by 430%.
- SLA from the low 80s to 95%+An IT service desk turnaround that also reduced escalations by about 20% and kept satisfaction above 90%.
- Revenue up 300% in year oneA 65-seat centre's revenue tripled and net income rose to 16.1%, with one client account growing by more than 2,800%.
- ROI improved 7% to 10%A national donor care operation exceeded outbound fundraising and retention targets year over year.
- First $1M sales weekendA sales team reached a revenue milestone the company had never achieved, supported by a redesigned sales funnel.
- $30M+ P&L across 400 seatsFive 24/7 programs where gross margins improved and 90-day attrition came down.
- Response times down 15% to 20%A fragmented service model consolidated into a single national service centre.
- Built from the ground upA start-up's support and inside sales operation established across offices in Asia and North America.
Field method
Assessments have typically run four to six weeks, with longer mandates of six to eighteen months covering implementation, stabilization and interim leadership.
- Survey the sitePerformance, workforce and cost data are mapped first, read closely enough to show where the story behind the results begins.
- Dig layer by layerAssumptions are tested and each layer is examined in turn, separating root causes from symptoms and weighing opportunities by impact and effort.
- Read the artifactsCalls, processes, reports and conversations with frontline staff add the context that data alone cannot provide.
- Restore and preserveSolutions are built with the people who will run them, so the improvements last long after the engagement ends.
About
- Founded in 2006
- 25+ years in contact centres
- 15+ industries
- Teams of 50 to 2,000+
- Vendor-neutral CCaaS channel partner
- Based in Toronto
The Renna Group was founded in 2006 by Roberta Renna, an operations and customer experience leader whose career has included VP Operations at iQor, Director of Service Delivery and Site Operations at Concentrix, and Senior Manager of Donor Care at Plan International Canada.
Over more than 25 years, Roberta has led inbound and outbound contact centres, launched and scaled start-up and greenfield operations, managed budgets and P&Ls, and built teams across a wide range of industries. Her consulting work draws on that hands-on experience, with a focus on analytics, clear thinking and practical solutions that help departments run more efficiently, improve ROI and retain their customers.
Roberta once hoped to become an archaeologist. Instead, she digs into the numbers, looking for the story underneath.
Connect
More about Roberta's background is available on LinkedIn.