Customer Experience Transformation
Client Results
Client Challenge
A municipal 311 call center displayed low call-taking performance, indicated by long hold times, high abandonment rates, low customer satisfaction, and a high level of complaints.
LMS Service To Client
Lisa Morgan Solutions analyzed call-handling processes and the call center work culture. In response LMS introduced culture transformation and performance management frameworks, trained staff to improve service delivery methods and facilitated staff to adopt performance standards that set performance expectations that govern oversight and rewards.
Client Results
Within six months without an increase in staff or budget, the call center met or exceeded national standards in answer times, hold times, and abandonment rate without increasing staffing or budget. Morale rose among call center personnel, more calls were successfully handled by fewer staff, and staff leaders rose from among call center staff to enable a reduction in middle management. Within a year the 311 call center was runner up to receive the national 311 Call Center Excellence Award. Within two years the 311 operation won the Service to Citizens award bestowed by the Public Service Leadership Academy.
Client Challenge
The District of Columbia sought to standardize customer service processes across agencies city-wide to improve consistency in resident experiences.
LMS Service To Client
LMS implemented change management practices and established operational systems and standards to govern and measure customer service delivery for 47 citywide agencies.
Client Results
Customer complaints, call answer times, and return call response times for 47 agencies citywide were each reduced by more than 68% over 1.5 years.
