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


  • 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

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