Task
We were engaged by a Contact Centre services provider to: help them develop a process improvement competency, identify and implement Quick Wins, train, coach and mentor 6 Green Belts, facilitate the management team in selecting improvement projects, implement a process governance framework for operations.
The Contact Centre catered to customers (retail and business) for a major energy provider.
Action
A high volume of customer call records was analysed to identify the priority areas for improvement. The first 6 projects identified delivered significant annualised savings in addition to improvements in customer experience through reduced wait times, reduced complaints, enhanced first call resolution, and improved IVR.
Services Provided
- Advanced Analytics
- Process improvements
- Training. Coaching
- Governance
Result
The 6 belts who completed their projects were certified in Lean Six Sigma techniques and continued to embed the learnings through future projects..
