Our client needed to deliver lasting, long-term improvement in operating performance with a focus on three main organisation levers: efficiency and service levels in the call centre operations, productivity in the 'mortgage factory' and efficiency and effectiveness of shared functions.
A leading provider of outsource services to the financial services industry was experiencing an increasingly competitive environment. In particular, the company's BPO operations were facing increased price pressure from 'best short' solutions.
in validated, run-rate EBIT improvement over the first year and $100m in 15 months (on an improvement pipeline of approximately $200m)
reduction in direct labour cost per unit in one area of a mortgage processing facility
reduction in procurement spend
reduction in real-estate space per FTE over a 12-month period
reduction in real-estate costs
Prioritise and implement a range of key initiatives with management, reducing unit costs by:
Train frontline (Level 1) staff for improved real‑time resolution, implement short interval control and improve review processes to manage individual performance
Automate low‑value interactions
Modify scheduling parameters to ensure greater forecasting accuracy and shift staff mix to part‑time employees to improve the coordination of staffing to demand
Maximise call centre value by using the correct trade‑off between the benefits and the cost of each contact
Examine a range of levers at multiple levels of the organisation to drive value, such as utilisation, time per task, facility cost
Automate low‑value interactions and train frontline' level 1 staff for improved real‑time resolution, consequently improving customer service levels and reducing the cost of level 2 support
Implement meaningful KPIs, scorecards and reviews to drive real results that last in a wide variety of ‘high touch’ environments
Leverage flexible work practices (e.g. 'hot desking'), stay current on 'best practice' and reduce/remove personal 'offices' to reduce floorspace per FTE and associated costs