A Bank holding company, managing 4 separate brands through a Scotland based sales and service call centre -- Outsources In-House. By creating 50 small business teams, 50 team up specific Team Visions and a simple continuous improvement process (Scores on the Board), reduces absenteeism/attrition by 60% in 12 months..and wins Worlds Best Contact Centre..a rapid..team upwards revolution!
Congratulations on the results achieved. It would be useful to know how exactly this was done.
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Bill, this sounds like a fascinating story... I (and I think a lot of other fellow MIXers) would love to hear more about this case. Can you provide more information on key elements of the story like: the context and what triggered the change and the creation of the 50 teams; how these teams were were created, staffed, managed, motivated, and measured; how the continuous improvement process was designed and executed. Getting your take on lessons learned and how others might be able to replicate the change process you describe would also be invaluable.
thanks a lot--look forward to learning more from this story soon
Michele
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