Getting Call Centre staff to own and operate an incremental improvement system required innovation and mentoring
The senior management were reluctant to trust their staff – at least that is what the teams thought. Therefore we worked with them to develop a self-managed system that could operate without management interference.
The secret was how we developed innovative communications that built belief in what was being proposed. One supervisor actually said it was the most believable corporate communication she had ever seen. More to the point the empowerment of the people started to take effect as their confidence grew.
The value to the client was a productivity gain of around 5% across a 600-strong workforce that would build incrementally for each year the solution remained in place. The implementation costs were virtually NIL.