A call centre engaged Leading Edge Group to introduce Lean Thinking to their contact centre environment via a Lean pilot assignment. We coached staff on their call handling processes in order to reduce the amount of time and effort required to deliver results. The key objective of the project was to highlight significant opportunities to reduce Non-Value Added (Lean Waste) activity, leading to the handling of more calls which in turn would result in increased revenue. A four-week pilot project was setup for a particular cell. - The project goals were as follows: The reduction of average handling time (AHT) by 5%.

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