Situation

The Solutions Center was experiencing decreasing first call resolution, increasing abandon rates and declining customer satisfaction ratings – so a team was launched to improve these customer outcomes and get the Center back on track.

Team Engagement Strategy

A team of ten Solutions Center employees, including two co-team leaders, was assembled and equipped with Rapid Action, a toolkit for faster problem solving teams.

Rapid Action Project Charter

How can we standardize the call handling process within the Solutions Center in order to improve customer outcomes and exceed our quality response metrics?

Sample of Solutions Implemented

1. Redesigned the Solutions Center Call Routing Menu which resulted in less redirected calls, shorter hold times in queue and less frustration for callers and agents.
2. Rerouted Mortgage and Loan inquiries to subject matter experts which enhanced overall customer experience and increased first call resolution.
3. Rebranded the Solutions Center within the bank and worked with Corporate Communications to communicate changes in the support process which empowered all employees to know their role in improving customer service.