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$963,000+ in annual savings and a 480% ROI in 15 weeks
GE Capital Fleet Services
Financial Services
$963K+
in annual cost savings identified
480%
annual ROI
15 wks
project length
The problem
GE Capital Fleet Services wanted its North American call centers to improve productivity by 20%, set service level goals by call group to minimize staffing, and become an employer of choice by addressing work/life balance and cutting turnover by 10%.
What we did
- Categorized calls as critical or routine and revenue or non-revenue, then set service goals for each
- Split mixed queues and matched the workforce to call volumes
- Designed an optimal mix of 5.5, 8, 9, 10, and 11.5-hour shifts with full supporting policies
- Had employees review, rate, and select the schedule models
- Provided 52 weeks of follow-on support, including productivity metrics and a follow-up survey
The results
- $963,000+ in annual cost savings identified
- 480% annual ROI
- 15-week project
- Savings greater than anticipated as service goals were refined during follow-on work
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