The document discusses increasing productivity in a customer counseling department. It explains that increasing productivity will reduce employee stress, create a confident work environment, help with employee retention, and create a friendly work environment. Higher productivity will benefit customer counselors, customers, supervisors, and the company by decreasing overtime, meeting department goals, and improving customer service metrics. The document recommends conducting surveys to understand employee perspectives, providing incentives and positive reinforcement to motivate employees, and ensuring a stable work environment to continue increasing productivity.

1. National City Mortgage Customer Counseling 10/4/2009 1

2. Increasing Productivity Why it is necessary? How will it benefit? Who will it benefit? Ways to Increase Productivity 10/4/2009 2

4. Create a confident work environment

5. Employee retention

6. Create a friendly work environment10/4/2009 3

7. How will it Benefit? Decrease the amount of mandatory overtime Department goals will be met Decrease ASA Decrease Abandonment Rate Decrease Handle Time 10/4/2009 4

8. Who will it benefit? -Customer Counselors -Customers -Supervisors -Anyone associated w/customer counseling dept -National City Mortgage 10/4/2009 5

9. Ways to Increase Productivity Create Survey Seek answers to find out how counselors feel about goals Research to find out why goals are not being met Show employees their opinion count by implementing changes 10/4/2009 6

10. Ways to Increase Productivity cont… Employee Motivation Provide Weekly Incentives Use positive reinforcement Single out employees to make them feel appreciated Provide stable environment 10/4/2009 7

11. Conclusion We should never become complacent. There is always room for growth. 10/4/2009 8