SmartPerform in Action

SmartPerform tackles staff retention rates in a Call Centre environment using a systems thinking approach

“Our call centre operations have expanded at such a fast rate we made the decision to off-shore in an attempt to cut costs. Our call centre managers had all the data and knew the exact volume of calls we were receiving and set our SLA’s and head count to meet the customer demands. The problem was our staff retention rates were so poor we knew we had a problem, but didn’t know where to begin?”

Capita partnered us to design a SmartPerform™ solution based around our performance as a system and a way to improve the value of our work. Capita carried out a study that went beyond call centre volumes and our existing SLA’s. Their consultants used an “outside in” approach to show us what was actually happening on the ground. We were shocked to discover that the 70 percent of the call volume we were handling was as a result of re-work or failure to have delivered our service. The impact on our staff meant they were struggling to meet their targets and quickly becoming de-motivated and disillusioned. Our retention rates were suffering but more importantly so were our customers.

Capita produced a SmartReport that contained all of the vital data needed to identify what was failure and what was of value to the business. Capita delivered a 2 day SmarterClass for all our call centre managers that challenged them to think strategically, they up-skilled us to study capability and not volume, with a focus on leading a function as opposed to managing individuals. This meant the solution was both cost effective and sustainable.