Project Summaries

Engaged Banking Teams

Engaged Banking Teams

Project Details

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
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