Case 1: Leadership development

Situation

A national telecom provider wanted to improve its ability to accept calls, raise revenue, Net Promoter score and employee satisfaction level through a leadership improvement program in its contact center.
 

Intervention

We designed and implemented a program with observation, coaching and necessary skills building to ensure the middle managers were able to better plan ahead and raise the bar on current effectiveness and efficiency. We helped the middle managers apply Lean Six Sigma tools to their working environment and to set up new ways of communication between departments and division borders.
 

Resolution

The company was able to raise contact center revenue, Net Promoter Score, employee satisfaction and ability to accept calls/emails. The workload of the executive was drastically reduced and the middle management was able to increase job satisfaction among the front line employees.