Call Centre: Creating and Sustaining Lean Culture and Behaviours

This customer contact centre operator wanted to apply Lean within their work environment, identify a USP that would build confidence with new customers and they also had a goal of reducing Average Handling Time (AHT) by 5% within a pilot project group.

Leading Edge Group worked closely with their team to introduce Lean principles, tools and process mapping. We reviewed key cost competitiveness issues, established ongoing Lean training and helped them identify key projects that included cost reduction potential.

Overall a 10% reduction in AHT was achieved within a 4-week pilot and a new call assessment scorecard was developed for Lean coaching which created the desired USP that embedded Lean in the organization’s way of working.

Related Case Studies

Improved Food and Nutrition Services

The Challenge This company is the governing commercial body of a number of Ontario-based hospitals.…

Marketing Office
Lean Marketing to Grow Sales

The organization required a significant growth.

Improved Competitiveness in Utilities

We used Lean to meet the client’s strategic and operational objectives

Lean at a Quick Service Restaurant Chain

We worked on a  Continuous Improvement (CI) project through the provision of management consulting, training and certification support.

Contact Us

Please call or email us with any queries regarding our Lean Belt training programs.

Europe - Ireland

Charter House Cobh,
Co. Cork,
P24 R960

Tel: +353 (21) 4855863


North America - Canada

60 St. Clair Avenue East Suite 805,
Toronto, ON,
M4T 1N5,

Tel: +1 (416) 637 5074


Oceania - Australia

LEI Group Australia
1/76 Heller St
VIC 3055

Tel: + 61 (03) 9854 6136