Case Study: Transforming Call Center Operations 

In 2019, a leading financial services company launched a new global product, a B2B to B2C model. The ambitious new product resulted in a 20% annual growth rate but also brought significant challenges to the company’s call center operations. Let’s dive into this case study: Transforming Call Center Operations with Lean Six Sigma.

The Challenge

The rapid growth led to a 30% unpredictable increase in live calls to call center agents. This surge caused several issues:

• Agents were working overtime, leading to low morale.
• Service Level Agreements (SLAs) were frequently missed, resulting in monthly penalties.
• End-to-end processes were not clearly defined.
• The customer journey was unclear.
• Teams were not collaborating effectively.
• Data and measurement collection were manual and inefficient.

The Solution

To address these challenges, the company implemented a comprehensive business optimization strategy using Lean Six Sigma principles. The key steps included:

1. Virtual Gemba Walks & Process Analysis: Conducted thorough analysis of all processes.
2. Technology and RPA Review: Evaluated current technology and Robotic Process Automation (RPA) capabilities.
3. Metrics Review: Assessed existing metrics to identify gaps.
4. Process Mapping: Created “as is” process maps from the customer’s perspective.
5. Identifying Improvements: Pinpointed areas for process improvements.
6. Implementing Improvements: Executed the identified process enhancements.
7. Future State Development: Developed a future state strategy and roadmap.
8. RPA and Technology Deployment: Deployed RPA and technology solutions alongside process improvements.

Results

The optimization efforts yielded impressive results:

• Cost Reduction: Achieved a 60% reduction in costs, saving $600K.
• Overtime Reduction: Decreased overtime hours by 40%.
• SLA Expense Reduction: Reduced SLA-related expenses by 50%.
• Efficiency Improvement: Boosted efficiency from 30% to 85%, with a 100% adoption rate.

This case study highlights the transformative impact of a well-executed business optimization strategy. By leveraging Lean Six Sigma and advanced technologies, the company not only overcame its operational challenges but also set a strong foundation for future growth.

If you’re interested in learning more about how Lean Six Sigma can transform your operations, or if you are ready to level up your career, check out our training page. We offer comprehensive courses that can help you master and apply these robust methodologies. Check out our Training classes.

If you want more information, please fill out our Contact Form.

Follow us on YouTube.

Follow us on LinkedIn.