Context
The client works hand in hand with its external contact center, which is currently not profitable and works inefficiently
Objectives
- The first purpose was to determine the As Is to be able to come up with a clear status of inefficient roles & tasks taking place on the floor & in the management
- In a 2nd phase, draw up an action plan with optimization of the main processes (HR, Planning, Training, Staffing) as well as the implementation of the action plan
Our Approach
AS IS
- Face-to-face interviews with 15 key employees, mind mapping the set of tasks realized by each
- GEMBA walks to confront reality on the field
- Assembling of the whole mapping in order to list up all inefficiencies and the inaccurate tasks
TO BE
- First draft with the proposition of new optimized processes based on previous learnings
- Creation of detailed Job Descriptions containing only meaningful tasks and positions
- High-level processes optimized based on Operational Excellence core principles (Lean efficiency)
- Put in place workgroups that take the responsibility of the future situation
- Animate and follow-up the workgroups to assure future compatibility by the “Plan-Do-Check-Act”-methodology and assure they are mature for long term improvements
Results
- The client’s external call center has improved the efficiency of its teams (KPI’s matching with client’s requirements)
- Tasks and roles are clear and processes allow to focus on important missions
- The expected quality by our client can be met without excessive control of the external call center direction board
