Call Center Productivity Increased 13.8%, generating $500,000 in Annual Savings, in 90 Days

In order to eliminate errors, increase productivity, and retain quality team members ultimately ensuring increased customer satisfaction, MetaOps, Inc. MetaExperts™ delivered an aggressive Lean Six Sigma business process improvement, leadership development, teambuilding, and training solution that included:

• Developing a customized approach to Value Stream Kaizen by training and developing an internal core team to rapidly identify and eliminate waste and variation while increasing morale.
• Conducting pre-work and an initial 3-day workshop where the team developed more than 50 action items tied to performance metrics and a robust action plan. All 140 employees in the center were impacted by the changes and improvements made.
• Coaching and mentoring the team to complete multiple rapid process improvement projects.

Client Skills Required: Lean Six Sigma understanding and deployment, SOP (standard operating procedures) improvement, specialized call queue handling, data, continuous process improvement, leadership and training.

Contract Length: 90 days

Support by MetaOps, Inc.: Lean Six Sigma training and implementation, Kaizen training workshops, facilitation, Value Stream Mapping, Operational Excellence, High-Performing Teams.