The Co-operative Financial Services (CFS) Banking Services Centre (responsible for a combination of telephone and processing work) has selected eg solutions to streamline back office processes within the department to improve the end-to-end customer experience.eg has been working with seven teams containing 85 members of staff to maximise the performance of the newly established processing teams to improve customer service by improving their ability to respond quickly and effectively to customer requests. eg solutions advisers have been helping the department to manage more efficiently a mix of volume processing and individual work items such as customer feedback, name changes, credit card disputes and foreign transactions.
Co-operative Financial Services (CFS) is one of the UK’s largest financial services organisations and the Banking Services required eg solutions to provide detailed Management Information (MI) and performance management data to ensure pro-active work control and consistency.
eg’s resource and performance reporting tool, the eg operational intelligence® software suite (incorporating eg work manager® and eg operational intelligence®), was implemented to add capacity planning and performance reporting capability. Managers and Team Leaders were also trained in the eg principles of operational management® to achieve consistent management practices.
The key deliverables of the project were to reduce work in progress, introduce consistent and improved management and working practices, enhance the quality of service and to ensure the right levels of resources are in place to achieve optimal productivity. The eg software suite achieved this through its ability to forecast workloads, plan and schedule and allocate work, manage quality and evidence of staff training and provide real-time management information. The implementation of the eg principles of operational management® allowed employees to understand and better use performance data.
There has been an increased focus in the training of individuals, now seen as a priority to improve flexibility and customer service. By adopting a consistent way of using performance data to support customer service and improve response times, the teams reduced work in progress and are now working from an up-to-date position, – an impressive improvement considering the department took on additional work, as well as dealing with seasonal peaks.
The improvement in performance has had a direct impact on the telephony teams, as they receive fewer calls from customers chasing progress on their requests and so are able to deal more quickly and effectively with new requests, ultimately achieving an improved end-to-end customer experience.
Linda Edwards, Head of Banking Services at CFS comments, “The eg team were tasked to improve the operational effectiveness of the department. What they have given us is a clear view of the area (across all work types) through the use of eg operational intelligence®. By rationalising the way we work with all the requests we get, and creating efficient information flows, we have seen significant benefits in terms of both efficiency and cost reduction.”
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