Lion Financial Services Case Study

Lion Financial Lion Financial Services (LFS) provides investment guidance services to approximately 350,000 customers, made up of corporations, institutions, and individuals. The bulk of LFS minutes with its customers, making up roughly half of all transactions, are carried out through its watchword centers. Thus, the efficient and productive trading operations of the LFS plow centers is a priority for the company and critical to its crapper 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 modernistic since the LFS call centers were originally designed and he was keenly sure that LFS was facing a steady increase in the associated be of operating these call centers. Boatwright contacted Customer Solutions Group (CSG) in February of 2000 and Andy Carr, CSGs Chief Operating Officer, was brought in to begin working on the project of providing actionable and specific recommendations that would be designed to emend quality and reduce costs. Carr spent the next several months observing the call center operations, interviewing managers and employees, and analyzing the existing data, training materials and corporate reports.

later extensive analysis, Carr was prepared to present his findings and new design for LFS call center and operations. Our team supports Carrs redesign proposal of LFS call center and believe the recommendations have merit based on our evaluation. We believe it will be successful in providing LFS with the undermentioned outcomes: a consistent and exemplary level of customer service, presently time to answer, and reduce annual operating expense by $1.5 million (Page 11, Paragraph 4). However, we only make this recommendation so long as Andy and LFSs management create a thorough implementation plan that addresses business continuity and mitigates risks associated with oversize process redesign efforts.... If you want to get a ripe essay, order it on our website: Ordercustompaper.com

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