BOS has cut backlogs and increased work rates after putting key staff through a skills refresh programme to help them get more out of a cost management tool it has been using for more than 12 years.
As part of the same project, HBOS has also worked closely with software supplier EG Solutions to realign its Work Manager software to take better account of business practices.
Work Manager has been used by the HBOS Financial Services life and pensions division since 1994 to help managers match workloads to the available staff resources.
The skills refresh programme was designed to help managers and team leaders at the division apply more consistent management processes across all teams, and deliver best-practice use of the software. It is hoped the programme will see staff transfer their newly acquired skills to others in the division.
The classroom-based teaching programme involved a series of two- or three-hour workshops delivered over a period of two months to give staff an understanding of the full functionality of the management software.
The course was designed to give participants improved personal skills, greater control of workloads and reduce backlogs, ultimately leading to improved customer relationships.
In all, 11 managers and 46 team leaders went through the programme, effecting a change in the working practices of 600 staff which has resulted in substantially improved levels of accuracy, efficiency and staff motivation.
One team cut the number of outstanding cases that were more than 10 days old from 600 to fewer than 50, and another increased its collective work rate by 28%, HBOS said.
Chrystal Mogg, head of the customer services division at HBOS Financial Services, said, "Everyone involved has learnt a lot from the experience, especially the importance of working together with consistent methods and a common set of principles."