Lighthouse Consultants | Company background

We have particular expertise in facilitating both public and private organisations throughout the UK, as they introduce leading edge management practices. This expertise is not only gained from working “one-on-one” with organisations, but from the implementation of best practice programmes involving, or on behalf of companies and agencies.

ROYAL COLLEGE OF NURSING
www.rcn.org.uk

“Lighthouse Consultants....... I had a gut feeling that they really wanted this assignment and believed they could make a difference.....and who would believe we, the RCN, would achieve so much on this project”

Kevin Hasler RCN Direct Director

Situation:
RCN Direct was struggling to meet its own performance criteria in handling membership inquiries, and needed to change the way in which it operated.

In addition the organisation as a whole wanted to move to a “one number” strategy which would have resulted in a doubling of call volume numbers.

Intervention:
Lighthouse Consultants value stream mapped the operations of RCN Direct, the main call centre for the RCN and where able to diagnose the real issues effecting call handling and call volume.

Lighthouse Consultants then developed an action plan, including Quick Wins, Tactical Changes and Strategic Choices with the aim of doubling call capacity and reducing call waiting from typical 30minutes for some calls, to all calls being answered within 60 seconds.

The diagnostic and action plan development was conducted by a 3 man consultancy team over 20 days, with further support in implementing the action plan available as required.

Results:
Once the quick wins where implemented and tactical choices started RCN Direct where able to:

Double call capacity
Answered all calls within 60 seconds
Avoid any expenditure on additional staff or telecoms equipment
Staggeringly improve both external and internal customer satisfaction scores

The strategic choices offered including moving to a fully decentralised or fully centralised case management model for long term further improvement.

Consequences:
RCN Direct has been able to offer more value adding services to both its membership and internal departments, supporting improvements across the RCN.

In addition, Lighthouse Consultants has been invited in to value steam map the whole case management process, which operates out of 18 regional offices across the whole of the UK, includes a formal legal department, with RCN Direct forming the “way into the process”

For further details contact the RCN Project Manager: Stephen Anthony on:

steve@lighthouseconsultants.co.uk

or visit our website: