Company Overview: Greater Manchester Police, GMP, a major public contact centre, was grappling with inefficiencies in their response processes that led to prolonged wait times and high levels of customer frustration. To better serve the public, GMP sought a comprehensive transformation of their contact centre operations.
Services Utilized:
- Business Consulting
- Process Modeling
- Digital Transformation
Objectives:
- Transform the contact centre’s response processes to enhance efficiency
- Identify and eliminate inefficiencies and duplications in current workflows
- Improve customer satisfaction and reduce frustration
Approach: Moonlight Consulting initiated the project with a detailed evaluation of GMP’s existing response processes. Using Lean Sigma methodologies, the team mapped out the current process flows, identified waste, and highlighted areas where customer pain points were most acute.
Implementation: The consulting team implemented several key changes, including:
- Streamlining the response process by removing unnecessary steps and reducing complexity
- Automating routine inquiries to allow staff to focus on resolving more complex issues
- Revising policy and procedure guidelines to ensure clarity, consistency, and efficiency
Results: The transformation led to significant improvements in GMP’s contact centre operations:
- Average response times were reduced significantly, leading to quicker resolutions
- Customer satisfaction scores improved as frustrations decreased
- Operational efficiency increased, allowing GMP to handle higher call volumes without additional resources
