Summary

The Call Centre of a large Financial Institution struggled to process reports in a timely manner, sometimes requiring up to 4 days. We supported the business through the creation, launch and first-year operational support of internal and public-facing systems that receive, assess, route and track separate reports.

We developed the project plan, acquired resources and managed the execution of process centralization and systems re-design. As part of the project, we managed RFP development, vendor selection, contract negotiation, vendor onboarding and ongoing performance oversight for the Call Centre.

In addition, in support of a public information campaign, we managed the creation of program branding, led RFP development for a marketing partner, and oversaw vendor selection and campaign development delivery. To establish post-launch program support, we developed a management dashboard for operational oversight and summary reporting. That dashboard allowed the business to track their program roadmap for future IT development phases.

Key Activities

• Redesigned Business to support centralized 24/7 report-taking, immediate notifications and referral to relevant stakeholders
• Developed infrastructure and application, testing to support new processes
• Mentored business staff on continuous improvement, process design, Agile, business roles in IT projects and call centre operations
• Managed Call-Centre activities including RFP writing process, vendor evaluation and selection, onboarding and establishment of key performance indicators
• Conducted Gap Analysis and reviewed interfaces to existing systems and processes

Results

• The Call Centre successfully operates 24/7 and receives up to 1,000 reports per week
• Reports are assessed for immediate risks, all necessary referrals made, and promptly submitted to the appropriate destinations
• Most reports are now processed within 1 hour, and all are handled within 4 hours or less