• Client: A telecommunications company

• Opportunity: Create a consolidated Contact Center to provide first contact
   resolution for several diverse customer needs

• Approach: Inventoried, prioritized and process mapped current contact
   types, then, using a Lean WorkOut approach, redesigned and scripted
   the key processes, determined staffing, and designed the facility and the
   construction plan

• Results:
   - Designed and project managed the construction of the center
   - Produced 9 key scripts for the high customer priority contact types
   - Aligned staffing with call arrival patterns; reduced FTEs by 20%
   - Aligned skill sets with the processes
   - Established development paths for associates
   - Increased first call resolution