Client's Situation

A client's call centre operation, dealing with tens of thousands of customers per day, was experiencing substantial volumes of broken promises, where staff promised an action to a customer and then failed to complete that action within the promised timescale.

This created major levels of customer dissatisfaction and high volumes of repeat calls, further compounding the problem. 

Results Of Change Actions

A team was formed to apply a 6 Sigma DMAIC improvement process to this issue, and broken promises were reduced by over 80%, leading to increased customer satisfaction and substantially reduced call volumes.