Invesco Perpetual Awards Case Study 2010: Truly empowered teams drive personal ownership

This article is a must read for those in discovering how Invesco’s Client Service team evolved separate call centre and back office operations into three multi-skilled self-managing teams of 22.


Project Buzby created larger teams who ‘own’ work across the front and back office, reducing costs by 15%, with fewer managers and a new role for resource planning.

Discover how Invesco’s Client Services team evolved separate call centre and back office operations into three multi-skilled self-managing teams of 22.  The first ‘layer’ of operational management was cut, giving experienced staff freedom and accountability in managing their work, while the planning team’s role focussed on giving advice and support, rather than control or management.  Better recruitment and retention has seen agents’ average length of service rise to 4.3 years.  Productivity in the back office is up 20% and backlogs are down 64%.  In the call centre, service consistency rose from 66% to 95% of days within target.

Key Results include
  • Annual salary savings 15% of the operating budget
  • Call centre service consistency rose from 66% to 95% of days within target
  • Productivity in the back office rose by 20% and quality by 25%
  • Backlogs down 64%
  • Average length of service for agents up to 4.3 years
Read the full case studyprint
Take a look at these articles, videos and links
2010 Winners and Case Studies
People build success: the most engaged people have the happiest customers!
See the latest articles on Planning for People


 

#
(c) Professional Planning Forum 2000-2019
This site uses cookies to help deliver an engaging user experience.
To learn more about what cookies are and how to manage them visit AboutCookies.org