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Published on 25 April 2016

2016 Innovation & Transformation Awards: Pushing the boundaries of planning at The Co-Operative Bank

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Against a challenging business backdrop, the DMT recognised the need for planning to support growth through all core bank channels and become active in shaping change that impacts customer, workload or resource, managing priorities, roll-out & communication. The team’s focus shifted from just resourcing & delivery, to support people in unleashing their potential. Strong engagement means they can help business managers plan ahead. They decompose sales plans & channel strategies to support great customer outcomes, driving up NPS. Major savings were realised via self-service, channel migration, network consolidation & resource optimisation. Innovations include centralised branch planning and resourcing, 500% rise in back office flexibility and flexibility across all channels, creating efficiency, agility & work life balance.

Key Results

NPS 38% to 58% since August 2014
Very significant cost and FTE savings
Complaint resolution time down 39 days to 7 days
100% change notification compliance, up from 50% historically
Mortgage appointments increased evening availability by 200%
90% of DMT team hitting objectives, up from 45%
Back office flexibility up 500%
Overtime spend

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Categories: Library, Planning & Resourcing, Back Office & Beyond The Contact Centre, Awards Case Studies

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