Projects
Engaged Banking Teams
Project Detail
Client: Principal Bank®
Opportunity: Combine and align team structure and goals between a call center and an operational team, designing collaborative processes, shared work, and visual measures; reorganize and sustain optimal performance
Results:
- Process streamlining and team performance improvements improved labor capacity by 8 FTE (27%)
- Transferred an additional 2 FTE of operational work to the contact center without impacting call-answering performance
- Aligned internal Collections performance with a vendor’s capabilities, driving optimum debt collection organization
- Ultimate annualized financial impact of $500,000
