Case Studies
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Planning and implementing a strategy for improving Customer Information, particularly in times of Disruption

 
Developing Best In Class Call Centre Management: from strategy to implementation.
 

Customer Proposition led Technology Investment Plan and Group-wide Contact Centre Proficiency Review.
 
Pan-European direct marketing capability and call centres.
 
Reducing costs and increasing efficiency through improving the management of outsourced call centre suppliers.
 
Defining and implementing a direct channel strategy for an international airline in order to achieve growth in direct business and improve customer service quality.
 

Strategy and business case for centralising mortgage processing and customer service.
 
Customer service strategy for pan-European Internet retail financial services.
 
Improving the performance of an outsourced telesales channel in the energy sector.
 
Flexible, strategic, commercial and operational consulting support to meet short-term needs.

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