180% increase in individual productivity

Challenge

For a payment solutions fintech, our challenge was to increase the individual hourly productivity of our employees.

We adjusted metrics, queue allocation, and team support to increase productivity and maximize service potential.

Solution

To tackle this challenge, we conducted a review of performance metrics, focusing on increasing individual productivity. We implemented adjustments in queue allocation and monitoring tools, along with providing additional support to the team to ensure each employee could maximize their service potential.

Results

As a result, we achieved an impressive 180% increase in individual productivity, raising the number of service interactions per hour from 5 to 14 per employee, which significantly improved responsiveness and overall efficiency in our operation.