Reimagining HR service flows
Jennifer Rodricks, VP of Service Adherence & HR Operations at a leading US financial institution, needed to improve service levels across an HR contact centre supporting 38,000 employees. Long wait times, a slow average speed of answer, and a rising call-abandonment rate were affecting the operation. She turned to the organisation’s long-standing partner Infosys BPM for help. This case study details how Infosys BPM combined lean transformation, AI-enabled tools, and operational standardisation to transform the contact centre. The programme reduced lead time by 54%, enabled the team to answer 85-90% of calls within 60 seconds, lowered the call-abandonment rate to below 5, and sustained performance above target for more than nine months.
Approach summary:
- Conducted Gemba, value stream mapping, and root-cause analysis
- Identified and eliminated non-value-adding activities within the workflow
- Standardised product and process training system
- Restructured lengthy knowledge repositories and SOPs
- Set up an AI-enabled keyword search
- Introduced digital coaching through CoachMate
- Developed an automated ticket creation model
- Deployed a peak-load staffing model
- Established a real-time visibility dashboard
Key benefits:
54% reduction in lead time 
50% reduction in cycle time 
85-92% calls answered within 60 seconds 
Call-abandonment rate reduced to below 5% 
Customer satisfaction increased to 90–97% 
Cost avoidance equivalent to four full-time employees 
Performance sustained above target for more than nine months 
