Processes optimization for whole client’s call center

Context

The client works hand in hand with its external contact center, which is currently not profitable and works inefficiently

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

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

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