Our Mission
Our mission was to increase the operational efficiency dramatically, to get the costs for peak traffic back under control, to bring customer satisfaction to excellent levels and to make employees feel motivated and energised again to go to work. This project was the first to also prove the power of Lean management techniques in a multichannel media company.
Context
This media company’s growth strategy resulted in ever increasing demand on the call center. However, this call center was already under huge stress, resulting in high peak costs, increasing backlogs of unanswered mails, quality issues, low employee morale and stress related illness together with only average customer satisfaction.
Results
- 40% reduction of total cost of the callcenter
- Increase from 72% to 90% customer satisfaction
- Increased employee satisfaction due to elimination of Saturday work and introduction of employee based continuous improvement
Approach
- Together with the management team of the callcenter, an overview of all problems was generated, and a thorough root cause analysis was performed covering all aspects of an organisation.
- Multiple solutions were designed covering the internal processes, the physical layout, the cooperation with other departments and external providers, the coaching style, the staffing, communication, and priority- and performance management.
- Special attention was given to the procurement of a new phone system. Based on close cooperation with IT and on the newly gained insights in its own processes, the business was able to optimise the new system for its own use.
- After board review all suggested solutions got green light and the employees and management implemented and further tuned the different new tools and methods, yielding the mentioned results.
Main challenges
- The manager of the call center was a very proud and driven leader. Initially, she found it hard to accept critical questions on her operations, especially by “outsiders”: her trust and buy-in had to be earned.
- All personel was overstretched. Finding additional time to help analyse, learn new methods and build solutions was a challenge.
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