Client Problem

A financial services company required program management and guidance to ensure a successful call centre transformation following a major, high profile acquisition.

Following a recent acquisition, the client needed to consolidate a number of major business units and processes to ensure maximum efficiencies across the newly formed joint business. SMS was engaged to manage the process of identifying and addressing areas for potential streamlining in the client’s call centre operation. 
 

SMS Approach

SMS worked with the financial services company to develop a planning process to identify specific areas for strategic consolidation within the call centres, as well as the effective integration of resources from the once separate organisations into one single entity.

A business-driven ‘As Is – To Be’ model was employed to:

• identify the necessary business and technology projects required to achieve success
• prioritise identified projects according to potential for maximum business benefit
   

Recommendation

SMS developed a detailed roadmap for success and then program managed the transformation process.

SMS assisted the client in identifying areas for immediate improvement, streamlining business units and processes where necessary, and creating greatly improved efficiencies across key areas of the business. Specifically, these focussed on:

• increasing service metrics and subsequent quality of customer service
• restructuring staffing resources to engineer the most efficient workforce possible
• utilising technology as a means of maximising efficiencies in managing customer enquiries
• co-ordinating the building of additional call centres to accommodate a new, combined staff population
   

Outcome

SMS successfully program managed the call centre transformation process, producing significant cost savings, improving customer satisfaction and increasing overall organisational efficiency.

Through successful development and implementation of a detailed strategic roadmap, SMS was able to identify and address key areas for improvement. As well as significant cost savings resulting from the implementation of leading-edge customer service technology, customer satisfaction experienced a dramatic and desirable uplift. The end result was increased efficiency and productivity across the financial services company’s call centre environment.