Global Bank: Call Centre Improvements
The Challenge
A leading global banking group wished to improve efficiency and customer satisfaction in its centralised customer services and branch
support call centre functions ahead of their relocation to another site. Unipart Expert Practices (UEP) were invited to work alongside the functions’ internal Lean practitioners to ensure frontline employees and their line managers were engaged throughout the transition to deliver a sustainable step change of up to 25% in their performance that could be sustained at the new location.
The Result
- A 23% improvement in performance, and a proven further 5% increase over the subsequent six months, releasing a similar amount of function capacity and giving frontline employees more time to spend with callers
Improved customer service evidenced by customer surveys on call quality - An uplift from 16% to 56% in management time spent on value adding activities
- A 25% uplift in the client’s in-house Lean practitioners’ skills.
