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Lion Financial Services Case Study

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Lion Financial

Lion Financial Services (LFS) provides investment management services to approximately 350,000 customers, made up of corporations, institutions, and individuals. The bulk of LFS’ transactions with its customers, making up roughly half of all transactions, are carried out through its call centers. Thus, the efficient and productive operations of the LFS call centers is a priority for the company and critical to its bottom line.

In early 2000, Jim Boatwright, LFS’ Vice President of Operations, determined that a thorough examination of LFS’ call centers was called for. Boatwright knew that technology had significantly advanced since the LFS call centers were originally designed and he was keenly aware that LFS was facing a …show more content…

Carr estimated that approximately 20% or 6,000 callers per week would choose to use the automated system, which along with the PIN system will be a significant contribution to the desired reduction in time to answer and overall talk time (Page 10, Paragraph 3). Based on the potential of these changes, we believe they will be a strong selling point of the design change for Boatwright and LFS’s other executive management.

The final design change that our team feels will greatly enhance the level of customer satisfaction with LFS’ call center operations is the dramatic reduction of complexity in the overflow routing rules. Previously, the routing rules and staffing were so complex that two-full time employees were required to manage and maintain them (Page 3, Paragraph 3). Carr’s design plan eliminates the overly complex overflow rules and creates one simple “zero threshold” rule where no call will be held in queue if a qualified or overqualified agent is available (Page 10, Paragraph 4). The zero threshold rule is a perfect example of multiple complicated tasks combined into a simple streamlined task. This simple routing task, as outlined in exhibit 4, demonstrates how a call will be routed up from Quickline, to Customer Service, and then finally to the Broker Service pool until it finds an available agent. If no available agent can be located, it will queue in the Broker Services pool until one is

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