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Good Customer Service vs Average Handling Time

In Trindent’s financial services call center productivity engagements, we often work with clients who believe that call centres can’t pursue efficiency without negatively impacting the quality of customer service.    However, good customer service and efficiency don’t have to be mutually exclusive.  If addressed correctly, a call center can have both. Understanding Your Call Center… read more →




Hydrocarbon Loss: Regaining Control

Hydrocarbon Loss costs individual refineries millions of dollars per year and occurs daily in refinery operations when improper systems, processes, and behaviours are in place.  Best-in-class targets are under 0.25% loss while under 0.5% loss is considered an achievable target for the average refinery. If your refinery is performing worse than these targets or, worse,… read more →




The Power Of Feedback

A common theme Trindent sees in our financial services engagements is time lost to excessive rework at the end of an application process cycle.  In an insurance organization, multiple hand-offs between departments occur as a regular part of the cycle, from the intake of new applications to the final issuing of a policy.  However, one… read more →




Hydrocarbon Loss: Identifying Opportunities

In refineries, an Operating Expense hides in plain sight – Hydrocarbon Loss. Hydrocarbon Loss occurs daily in refinery operations because improper systems, processes, and behaviours are in place.  This is a preventable loss that often costs individual refineries millions of dollars per year.  Best-in-class targets are under 0.25% loss, while under 0.5% loss is considered… read more →




It Pays to be Concise

In the business world, having good writing skills is essential.  Whether you’re a consultant presenting a work summary to a client, a salesperson pitching a new lead, or a team leader submitting a report to your CEO, you need to know how to write in a way that gets your message heard.  You have a… read more →




What Came First, The New Application or The Follow-Up?

As an insurance company leader, do you ever wonder if your new business department spends a disproportionate amount of time doing follow-ups on existing customer applications rather than focusing on processing new ones?  This imbalance is a common pain point Trindent Consulting has observed in their engagements with large insurance firms.  Client data shows us… read more →




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