Collections, Call center metrics, entertainment, customer service, quality call review, process analysis,
Techniques Brian Leggs Uses:
PDCA or Plan-Do-Check- Act
Quality Improvement Story
Cost Benefit Analysis Reviews
Brown Paper Process – Process Analysis and Improvement
Brian Leggs's Problem Solving Skills:
Process improvement, Call center metric analysis, consumer collections
Brian Leggs's Problem Solving Experience:
Achieved 31% increase in employee retention by designing and implementing a multi-purpose certification process for new hires focused on identifying and evaluating skills developed during training.
Increased weekly revenue by 20% by expediting system issues, which overcame obstacles to collect revenue. Set expectations for the Help Desk and followed-up to make sure expectations were met in a timely manner.
Developed, analyzed and managed new hire action plan, which standardized expectations for all new hires after training. Developed expectations and goals for average handle time and dollars collected, which achieved satisfactory performance.
Dissected and analyzed process analysis for collection call handling to alleviate high call volumes. Presented findings for management and executive review, identified areas of improvement, and implemented changes which decreased average handle time by 30 seconds per call, resulting in a 93% accessibility and an additional 30 million annually.