Customer Service Results Soar with the Help of Six Thinking Hats®, a Powerful Process Tool
Reporter: Lynda Curtin, The Opportunity Thinker
Future by Design Conference Presenter: Simona Adelina Popovici, Associate Director, Organizational Development. MobiFon-Connex, Romania
MobiFon-Connex, the first mobile telecommunications company to win a GSM license in Romania, is the market leader. Their mission, "We make it easy for people in Romania to stay in touch and to connect to the world," has helped them focus on the needs of their customers, and to win the Best Management award from the Economist three years in a row.
In 1999 they started training their employees to be better thinkers by using Six Thinking Hats® and Lateral Thinking tools. The results were so good they decided to incorporate the Six Thinking Hats® tool into all phases of their Business Process Re-engineering project. Impressive improvements in customer service were achieved.
Customer Service Soars
- The average speed to answer a customer phone call went from 225 seconds to 40 seconds.
- The average number of phone calls per customer, per month, dropped from 3 calls to 1.28 calls.
- A new point of sales process was introduced which reduced activation time from 8 hours to less than 15 minutes.
- Customer retention - customer churn was reduced by over 50%.
- A bad debt process was introduced that reduced bad debt from 4% to 2.18% .
The results speak for themselves. Employees shared these comments:
- "During our first opportunity to practice and use the Six Thinking Hats training — it worked! This is a good sign that we can make efforts to concentrate on a specific matter and stick to that matter."
- "We found a lot of solutions in a very short period of time."
- "It created a common direction for all people involved."
- "Brought discipline to the group."
This is a great example of a company that undertook a big project, and understood they needed to select and implement an appropriate process tool to help employees think through all of the possibilities in order for the project to be successful. You can too.