We managed a programme in a retail bank where there was a need to improve the efficiency of the contact centre to enable growth in sales volumes within the proportionate increase in costs. This was combined with an aspiration to keep progressing on customer satisfaction levels.
The results: The programme was a success, through the engagement and capability build of front line colleagues there were a number of significant improvements that lead to improved capacity of 10% across the savings contact centre including a simpler, easier account opening process for customers which was reflected in satisfaction scores. This was delivered by the deliverables covered in the ‘implementation’ stage. These benefits are stated without considering the future benefits that will be delivered due to the long-term capability build of the colleagues.
The approach: This was a customised approach using elements of value stream analysis, capability build and OpEx programme design. We identified a team of client colleagues who were to be part of the improvement programme, an approach we encourage to ensure sustainability of improvements and capability build, and designed an approach that allowed us to identify the biggest opportunities for the Contact Centre and deliver these improvements well.
We worked through the following approach with the team to identify the areas of opportunity: