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.