Most of what I do centers around building strategies and shepparding those strategies to production. Over the course of the last 2 weeks 3 of these strategies have come to fruition:
1. We closed a call center.
2. We launched a new automated IVR for the phone system
3. We changed our call routing structure to keep calls going to the call center nearest their home. ie...if you live in Minnesota your call would go to our Wisconsin call center, Texas to Texas, Montana to Montana. I call it Nearest Neighbor and the call centers handle Neighborhoods.
This idea grew from the concept that the company wanted to have more of a local ownership feel and my proposal created that while maintaining efficiency of having a large call center organization. The company has really hopped on this band-wagon and are leveraging this neighborhood concept in many of our divisions.
These three projects will deliver $3.5million in savings per year...
...the neighborhoods launched today...and so far so good. Nothing blew up and sales seem to be increasing. So after 4 months of planning, meeting with the executive team, debating the merits of the project, fighting bureaucracies, and shepparding the my team...I can have a minute to relax...3.5million in 4 months...pretty damn good.
...not so much apparently...I have to repeat the magic in our smaller call center groups, justify new capital expenditures, a new incentive pay plan, and create an efficient structure for my team...before Thanksgiving!
UGH! I'm so having a drink this weekend...and finding me some sexification!
I so better get a big bonus!
3 comments:
Oh the bonus does not come until the new year when they send you to bring about middle eastern peace. ;c) I hope at the very least they gave you an office with a view in Monroe. Sugar that is in the middle of the big woods!
Good luck on the bonus.
I work for a call center and know first hand how the "neighborhood" (we called it something else)thingy works. It really smoothed things out for us.
The IVR on the other hand works to an extent. People still want to talk to people sometimes and the automation pisses them off.
Thank goodness I don't actually work on the phones anymore.
Good luck with everything going on in Funroe, dear.
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