Case Studies – Efficiencies and Continuous Improvement
RossJuliaRoss has a track record of being highly proficient and proactive in developing cost reduction and business efficiency strategies for our contracted clients. Our organisation-wide philosophy in building the business has been one of always providing cost-conscious, value for money service. We believe we provide an excellent service, at lower cost than others charge for a lesser service. The success of our business has been built on this approach and the fact that we deliver speaks for itself in the way our business has grown.
Case Study Four - Call Centre Rationalisation
At one point, this client had around 300 call centres in both metropolitan and regional areas, handling call mixes that lacked logical integrity and failed to take maximum advantage of workforce deployment.
As the client’s largest supplier of Temporary Labour, RossJuliaRoss and the client worked together to build a new call centre model. This involved from the client’s side, decisions to close some centres, consolidate others, establish new ones and expand others. From RossJuliaRoss’ side, this involved providing a Project Team to visit centres throughout Australia, meeting with management and assessing employee rostering structures, call-type flows, workforce management practices, retention strategies and team management practices.
The Project took more than six months. RossJuliaRoss provided consulting, project management and functional expertise at our own cost as part of the Supply Chain review support we provided to our client. We also met all of our own out of pocket travelling and associated expenses for the client.
Outputs from the project included:
- implementation of new employee recognition programs;
- management by RossJuliaRoss of workforce planning and management across a range of centres;
- retraining and upskilling of call handling teams to increase flexibility of deployment;
- review of schedule management procedures toward a preference-based rostering system that resulted in reductions in both attrition and unplanned absences;
- improved recruitment procedures with greater engagement from client team managers;
- agreement by the client to greater involvement by RossJuliaRoss in employee management practices and performance management.
Results to the client included:
- cost reductions from reduced attrition of call centre operators
- improved service to customers
- training efficiencies
- increased productivity from better workforce planning and management practices
- call centre operating efficiencies
We remain a key supplier to this client and the benefits from this project have been both sustained and improved over time.
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