Verint Performance Management Solutions in Action

• The Problem:
  
  Restructure the company’s regional service centers to enhance operational efficiency and deliver a consistently high-quality customer experience across geographies.
  
  
• Solution:
  

  As practitioners of Six Sigma, the company understood the necessary processes and potential obstacles, but felt unable to measure the financial impact of the changes that needed to take place. There was also concern about how to successfully engage managers and employees in the implementation of massive organizational change.  Verint® was brought in to team with the company’s internal Six Sigma experts. The transition from a regional structure to a consolidated processing area began with preparing the field sales force for change. Verint developed a detailed illustration of the plan, coupled with a financial justification for the team, and communicated regularly with the sales team.

  Another key step was to standardize performance objectives across the country. Verint collaborated with key client team leaders to create a new performance standard: same day processing. That was complemented by the creation of a VIP call center group with a service level goal of 90% in 20 seconds. These new metrics raised the bar for all geographies and established a new shared goal.

  Once new metrics were established, the Verint team benchmarked best practices across teams and integrated them into a standard approach. With the support of measurement and training, the service teams quickly adapted to the new environment.  Finally, the Verint team implemented a Performance Management solution providing critical metrics via dashboards that became the vehicle for a new approach to managing the business.
  

  
  
• Result:
  
  Results were dramatic. Costs associated with each transaction decreased. By consolidating efforts, work was available at an even pace on a daily basis, and imbalances in workload disappeared almost overnight. Moreover, the company’s management team was able to use information provided by the Verint Performance Management Solution to address individual performance. Once employees could be measured and rewarded based on those measurements, activity processed per rep increased by more than 124%. The customer service organization, which was performing well by industry standards, took a giant leap forward. In the “regular”  queue, average speed of answer decreased by 39 seconds (from 54 seconds to 15 seconds), and in the VIP queue, it decreased by 7 seconds. These performance enhancements coupled with same day transaction processing clearly delivered a higher-quality customer experience. Verint Performance Management Solutions helped this exceptional service organization perform even better.