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Examples Of Our Work: Misdirected Calls Reduction
Client's Situation
A multinational insurance client was experiencing high volumes of
misdirected calls in its' UK operation.
On average 40% of certain calls types were misdirected, causing
substantial levels of waste and customer dis-satisfaction.
Results Of Change Actions
By applying a 6 Sigma DMAIC project to analyse, improve and then
control the process, the client was able to reduce the level of
misdirected calls to less than 1%.
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