Unlocking the Full Potential of Teams

In 20 weeks our consultants completed a Six Sigma project, which consolidated 17 queues to
four, streamlined business processes and implemented an activity-based management control system. A historically based forecasting model was built, which integrated call arrival data across multiple queues, providing the visibility needed to ensure accurate call distribution patterns and agent schedules from day one of the cutover. By the 16th week of the engagement our client had already realized $533,000 in annualized savings, self funding the project, and was well on its way to achieving the first year savings goal of $900,000. In addition to delivering more optimized scheduling through enhanced call routing and better training, several process improvements were made, largely stemming from the 900+ side-by-side observations conducted by the project team. Even in the age of AI and DPA, this roll-up-your-sleeves effort remains the gold standard for identifying discrete opportunities. In this instance it led to improvements in: call greeting, call closing, job aides, complex calls / conflict resolution and processing techniques for 30 off-phone activities. During this effort the company continued to maintain its very high quality standards, while the improvements above drove a 34% improvement in service levels.
This was the first first project our team completed with Nationwide, and led to a partnership over the next three years where the consultants at Summit Trails completed 1/2 dozen more projects implementing process improvements and performance management solutions, all leading a first year ROI of 3:1 or more.