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.

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