Case Study: Edward Jones improves call center performance with Minitab

Edward Jones boosts call-center capacity by 10% with Minitab

Edward Jones, a full-service financial brokerage firm, faced the challenge of maintaining its high customer service standards amid rapidly increasing call volumes in its service centers. To continue providing timely and personalized care, they needed to optimize their call center processes without expanding their staff. They turned to Minitab Statistical Software for a data-driven solution.

Using Minitab's Design of Experiments (DOE) tools, the project team analyzed key factors like associate skills and training. Minitab helped reveal that cross-training associates on all skills was detrimental; instead, routing calls to specialists improved performance. This data-led approach allowed Edward Jones to increase its existing team's capacity by over 10% and improve key metrics like average handle time and speed to answer.

Edward Jones