2016 Planning Challenge Case Study: Co-operative Bank

Andrew Jones, Resource Planning Advisor, shares his personal challenge journey 

Our challenge was to create a forecasting, scheduling and real time model for the New Media department, who handle contacts through webchat, secure messages and social media.

  • This was a growing department, so we needed to free up time for team leaders and provide the benefits of effective planning – achieving service levels, utilisation and webchat concurrency goals, while providing the desired customer experience.
  • A vital early step was building strong working relationships with key stakeholders, by applying our experience, understanding and principles.  
  • The Challenge Workshops have been really valuable, helping us to step back, discuss and reflect - considering wider influences, which might have been overlooked. We've had regular touch points all year, with The Forum, peer review and colleagues in the bank. 
  • By the summer, we had made good progress, bringing New Media in line with our approach in other areas. Utilisation and concurrency saw a solid increase.
  • With a new digital platform in June, changes to layout and authentication drove volumes into telephony and secure messaging channels. As we move forward, we are looking to balance resources across channels and look into potential multi-skilling. 
  • As a team, we all found that that participation in the challenge has really added value to the task in hand. We regularly review our methods, streamlining or automating where possible, so that the output is fit for purpose and time is freed up for new activities.
  • Looking back on where we were 12 months ago I am really pleased with the progress we've made. There is more to come and our approach is adaptable, as the wider business faces a challenging period of change, but I am confident that we are on the right path.


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