Lean Pilot in a Contact Centre

The Challenge

A call centre engaged Leading Edge Group to introduce Lean Thinking to their contact centre environment via a Lean pilot assignment. We coached staff on their call handling processes in order to reduce the amount of time and effort required to deliver results.

The key objective of the project was to highlight significant opportunities to reduce Non-Value Added (Lean Waste) activity, leading to the handling of more calls which in turn would result in increased revenue. A four-week pilot project was set up for a particular cell.

The Solution

We provided In-house training to the project team and key stakeholders.This provided a general understanding of Lean, identification of “Wastes” and an introduction to the various tools they’d be using. The project goals were as follows:

The reduction of average handling time (AHT) by 5%
Increased awareness of how to apply Lean within a Contact Centre Environment
Identify unique selling points(USPs) that can help the organization win new customers.

The Results

As a result of this four-week pilot project, we achieved the following:
11%+ AHT reduction achieved.
Lean awareness and application within Contact Centre environment was achieved.
A new call assessment scorecard was developed for Lean Coaching creating a USP that embeds Lean in the organization’s way of working.

ResultsWithout LeanWith Lean
Calls Per Person Per Week (PPPW)200 Calls per Week235 Calls per Week
Extra Sales0+3.5
Team Opportunity Calls (150 Full-Time Employees)0+2,900
Team Opportunity Sales (150 Full-Time Employees)0+525

Related Case Studies

Reduced Waiting Times for Blood Donors

The Challenge Leading Edge Group was engaged to review this client’s clinic operations with the…

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

Contact Us

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

Oceania - Australia

LEI Group Australia
1/76 Heller St
VIC 3055

Tel: + 61 (03) 9854 6136

Email: info@leadingedgegroup.com

Europe - Ireland

Charter House Cobh,
Co. Cork,
P24 R960

Tel: +353 (21) 4855863

Email: info@leadingedgegroup.com

North America - Canada

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

Tel: +1 (416) 637 5074

Email: info@leadingedgegroup.com