For 20 years we have pioneered the practice of integrating people, process and technology to deliver an exceptional customer experience and improved commercial return..... it can be done!
In the last 4 years we have:
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As part of global contact centre strategy, reduced costs by 17% and significantly improved service levels
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Raised employee satisfaction within a division of a UK Retail Bank from 59% to 85%
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Raised the NPS score for how a Train Operating Company handles delays from 29% to 46%
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Saved the same Train Operating Company £75,000 on an Automatic Call Distributor
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Increased retention of lost financial services customers for a large insurance client from 0% to 40%
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Designed and planned a large call centre virtualisation project for a Global Travel Group
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Acted alongside the client in a major Avaya IP Genesys installation to quality assure the deliverables from the technical and consulting suppliers
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Reduced processing backlogs by 80% within 12 weeks for major Health Provider to achieve service levels and stop customers leaving
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Improved Financial Services sales productivity by 300% in 8 weeks
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Designed and implemented a operational improvement programme for a major blue chip company, which resulted in a 6% increase in customer satisfaction.
