Inbound Customer Service Centre Centralisation project

Project Scope

Centralise the customer care function from the existing 32 local branches to a centralised unit in the Dublin Head office

At Branch Level

• Analysis / Data Gathering - Developed branch analysis questionnaire and supporting documentation.
• Site Visits
• Services & Volumetric data analysis
• Branch centralisation plan development including;
• Communication material
• Tasks and associated dates & owners
• Risks Register
• Call transfer protocols
• Go live checklist criteria & signoffs

At Central Services Unit

• Established best practice guidelines for all supported processes
• Developed and rolled out total service offering procedures (post Lean reviews)
• Implemented standardised work area
• Implemented open book reporting system
• Developed process & document change control process
• Annual centralisation & resource planner
• Implemented Training & Flexibility Matrix
• Introduced live quality Call Monitoring and closed loop feedback (Training linked to quality)
• Provided Team Leader training
• Reviewed and updated ACD Call Routing process
• Established supervisory reporting tools including targets for service turnarounds
• Implemented SPC based target reporting system

Project achievements

• Centralised all branches on plan / budget
• Implemented best practice at Dublin CSC leading to
• 143% improvement in call per rep
• 175% reduction in after call time
• Headcount reduction from 91 to 38 - a €1.9mil saving in year 1.
• Project ROI of 23:1