Value Improvement Program - Phone Lines

A cross functional team from the Office of the Registrar within NorQuest College reduced the time on calls from 6 minutes to 1.65 minutes resulting in the first call resolution increasing from 24% to 65%. The cross functional team was trained at the Lean Six Sigma Yellow Belt level and supported by the NorQuest College Value Improvement Program. For more information on how these process improvement strategies can be applied to your organization, visit http://www.norquest.ca/VIP