We also appreciate that it’s a balancing act, where satisfying one stakeholder may conflict with achieving your objectives for another. For example, moving your customers to mobile and digital channels when you really want to communicate with them whilst keeping costs under control.
Successfully balancing resource and customer demands, while meeting SLAs and achieving productivity measures.
Calls precision routed to the right handler and same channel responses using real time collaboration techniques
Staff have the training and tools to handle more queries and service needs without transferring calls.
Calls precision routed to the right handler and same channel responses using real time collaboration techniques
Errors in the wider service process or directing contact to lower cost channels needs a more integrated communication or omni channel strategy
Improved productivity
produced £1.25m
savings in staff costsImproved productivity
produced £1.25m
savings in staff costs80% reduction
in abandoned class through improved capacity management
85% reduction
in handling errors following lean transformation
20% cost
reduction achieved across group functions
Reduction of 2 weeks to 2 days
in complaint resolution lead times
7,200 more calls with the same headcount
Call Center Director
11% improvement in productivity within 12 weeks
Customer Service Director
We deliver Operational Excellence and Continuous Improvement like no one else
Our approach has completely transformed our own organisation and those of our clients
We would love to meet with you to listen to and understand the issues and challenges you face and explain how our unique approach can provide effective solutions and significant year on year performance gains.
Please complete the form below and one of our team will be in touch within the next business day.
Performance through Engagement
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