Leading Banking Group

Using systems thinking principles, a programme was developed that incorporated all levels of the organisation

How We Helped

Recognised there was waste and inefficiency within the insurance claims call centre.

 

"The unique ability of NewLeaf is to absolutely focus on helping us deliver change through people. We are doing a lot of hard system changes but we can only do that successfully through the people in the business. The benefit and values we get from NewLeaf is not only to know but to successfully do something differently in their day to day work"
Head of Change
Leading UK Banking Group

Key Facts

  • Using systems thinking principles, a programme was developed that incorporated the implementation of appropriate infrastructure such as team leader meetings, projects to streamline work processes as well as increasing capability of team leader, ops managers and senior ops managers

Current Results

  • Failure demand reduced by 25%
  • Complaints reduced by 55%
  • Customers ‘back to normal’ time reduced by 35.3%
  • Promise completion reduction in late tasks by 64%
  • Team leader time spent with frontline callers up 123%
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