Arvato are a business process outsourcer, utilised by many blue chip organisations to handle their customer contact channels. Custerian partnered with their UK operation to develop their ways of working for new and existing colleagues.
Challenge
- Customer experience was reactive and there were high colleague attrition rates due to low engagement.
- There were lots of manual processes and limited insight to measure performance and to support development.
Solution
We supported change at pace through colleagues:
- Current agent journeys mapped and the root cause of issues found; future journeys created with corresponding measures and quick wins implemented.
- Medium and long term actions agreed for future implementation.
- The on-boarding process was redesigned to reduce early attrition.
- Leadership training was developed to support the team leader community, in order to improve engagement and attrition once colleagues were established within the teams.
Outcome
- Began the creation of an agile operation and ways of working with the improved collaboration, planning & governance and created a continuous improvement way of working.
- Processes & policies aligned to customer & colleague experience design.
- Interim operational colleagues / expertise were provided to support further colleague and customer experience improvements.
“I was extremely impressed with your consultancy and interim people - you quickly understood our needs and then acted swiftly & positively to give excellent support throughout the whole process - as always” Dean Nicholson, COO, Arvato UK
