Background
Over the last year, customers at a leading financial services provider were losing confidence in the ability to service their loans due to the lack of timely resolution of inquiries. Call volume had increased by 38% due to a business acquisition and as a result, customer service representatives were capacity constrained to conduct proper research and follow up. 25% of the call backs were outside of the 2-day service level agreement.
Solution
Firefly Consulting was asked to develop internal resources in continuous improvement and mentor them throughout their projects. This project utilized various techniques including: SIPOC, requirements tree, detailed process mapping, value-add analysis, Fishbone Diagram, data collection and analysis, FMEA and control plan. In addition to streamlining and simplification, the solution also included the addition of a Customer Advocacy team to handle more complex calls.
Results
The new process, reporting, and the Customer Advocacy team gave much needed stability to the call center and the key metrics were identified, making visible the gaps in training and performance. Process decision points were reduced by 50% and process steps were reduced by 30%. More complex inquiries are now handled by the Customer Advocacy Team.
Want to see results like this at your company? Contact our team to learn more.
