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Productivity 5S TPM Lean Manufacturing
The Productivity Factory



Call Centre performance improvement

Project Example

call centre performance improvement Introduction
The performance of a multinational's call centre was in doubt: although the agreed service level was achieved there were relatively many complaints about the fact that people could not reach the call centre. Additionally, the productivity levels were lower than one could expect in a call centre of that size.

The following questions had to be answered:
1. Do we use the right criteria to measure our call centre performance ?
2. Do we have the right information to evaluate the call centre performance ?
3. How can we improve our call centre performance on both short term and longer term ?

Approach
The Call Centre Quick Scan showed that the ACD (Automatic Call Distributor) data were not used to their full potential: analysing the ACD data was done on a very modest basis. A more detailed analysis of one month showed several structural characteristics. These provided sufficient input for both immediate and longer term improvement opportunities, which were easy to implement, and which did not require any investment in infrastructure.

Results
The criteria used were well chosen with respect to the the call centre goals.
It was relatively easy to visualise where the improvement potential was most significant, and how much time was needed for implementation.
The available data was sufficient for this analysis, for further optimisation more detailed information would be required.

Our offer
Every customer care centre (customer contact centre) of course is unique. And that's exactly why we have developed a quick scan to determine the improvement potential. This quick scan also evaluates techniques like Complaint Management, Customer Retention Management and Customer Relationship Management. After the quick scan we offer our services based on the financial performance improvement that is achieved.

When you have been growing fast and are now looking for ways to improve your performance (which is not necessarily linked to your systems), we invite you to us for further details.