Can A Call Center Simultaneously Improve Its Customer Service and Reduce Its Costs?
Yes! With AIM- Activity Information Modeling (TM) Andrew Chiodo, Professor, Franklin University, Business & Technology MBA Program Summary: Vytra implemented AIM in its Call Center, reduced its costs by over $500,000 (16%) and improved numerous dimensions of its service quality. They now know the exact cost of each service, product and customer that they use for accurate pricing, profit forecasting and product design. James Karagiorgis, Chief Transformation Officer for Vytra, is responsible for determining the changes that are needed and leading Vytra’s teams to achieve change results. Jim is a Six Sigma Master Black Belt. Kerry Edwards is Director of Member Services and responsible for any interaction with members – including inbound calls, correspondence and maintaining strong customer relationships. She is the Six Sigma Project Leader for member loyalty and a Six Sigma Green Belt. How the Improvement Project Started Jim Karagiorgis: “One of the biggest obstacles to implementing Six
