Call Center

In order to eliminate errors, increase productivity, and retain quality team members ultimately ensuring increased customer satisfaction, MetaOps, Inc. MetaExperts™ delivered an aggressive Lean Six Sigma business process improvement, leadership development, teambuilding, and training solution that included:

• Developing a customized approach to Value Stream Kaizen by training and developing an internal core team to rapidly identify and eliminate waste and variation while increasing morale.
• Conducting pre-work and an initial 3-day workshop where the team developed more than 50 action items tied to performance metrics and a robust action plan. All 140 employees in the center were impacted by the changes and improvements made.
• Coaching and mentoring the team to complete multiple rapid process improvement projects.

• Measured and improved calls handled per hour resulting in:
  • A 13.8% productivity improvement in 90 days,
  • A $500,000 in annual savings, and
  • Service-level agreement levels remaining consistently at or above targets.
• Customer satisfaction increased due to shorter handle times and a higher percentage of calls not requiring escalation.
• The company incorporated the practices MetaExperts™ delivered into their other areas of operations.

• 8% Productivity improvement
• $500,000 annual savings
• Improved
  • Calls-per-hour worked
  • Call quality
  • Service level agreement performance
  • Speed to productivity in new hires
  • Workforce understanding, morale, and accountability
• Reduction of second-level and tech support

Client Skills Required: Lean Six Sigma understanding and deployment, SOP (standard operating procedures) improvement, specialized call queue handling, data, continuous process improvement, leadership and training.

Contract Length: 90 days

Support by MetaOps, Inc.: Lean Six Sigma training and implementation, Kaizen training workshops, facilitation, Value Stream Mapping, Operational Excellence, High-Performing Teams.