structuring to drive SUSTAINABLE ENGAGEMENT

DRIVING SUSTAINABLE ENGAGEMENT

THE CHALLENGE

This leading Canadian financial services organization was undergoing a change in business strategy from a focus on products to focusing on customer needs.  The Call Center division was experiencing high turnover, low productivity and low customer service.

WHAT WE DID

We created an organization with increased clarity in role accountabilities, decision authorities, and working relationship requirements vertically and horizontally. We focused on alignment of organization structure to strategy and more specifically customer needs (i.e. seamless customer experience across all business units). We then partnered with the leaders to develop the implementation plan and process and facilitated the cascade of accountabilities from the EVP Business Unit Head, across all functions, down to the front line manager level. ​

RESULTS

  • 70% increase in productivity ​
  • Call handling time down 30%​
  • Customer service quality up 12%​
  • CSR availability up 15%​
  • Cost savings of $2 million​
  • Turnover reduced by 3.5%

Testimonial

“Front-line call center managers now operate around the principles of valuing culture and fairness, both for employees and customers, instead of going by the book.  There is a new spirit.” 

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