Challenge

Our client had accumulated significant backlogs within their call centre environment and resolution times had blown-out, specifically for the highest level (Ombudsman) complaints. Complaints were serviced via case management, with each case officer overburdened and handling a large case portfolio. Resolution timeframes for customers were long and variable and operational costs high, including significant credit and rebate outlays. Through the application of lean principles, we supported the client to improve flow, achieve a step-change in productivity and compress resolution times for their customers.

Approach

Over 16 weeks we:

• Completed call demand analysis to identify complaint drivers (type and frequency) and drill into the root cause(s) of high-volume complaints
• Identified countermeasures to address the (upstream) root causes of high-volume complaints
• Identified and codified best practice techniques to standardise the handling of high-volume complaints and create a ‘Complaints Handling Toolkit’ which enables case managers to provide a consistent and efficient customer experience
• Reduced complaint resolution time through improved case flow and productivity. Solution elements included skills-based routing, new performance metrics (KPIs), visual management systems, a new operating rhythm and up-skilling of frontline leaders

Impact