Service Transformation I Training | Solutions

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Helping you succeed

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A sample of our specialists’ project experience:

Operations & People

Challenge:

  • A leading UK General Insurer needed to reduce costs and improve poor CX in a 1000 seat contact centre operation

Outcomes:

  • 20% reduction in call volumes

  • 66% reduction in complaints

  • +60 point improvement in NPS and winners of ICS Large Contact Centre of the Year

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Business Processes

Challenge:

  • A large insurance provider looking to identify a 1% OPEX saving in their Claims service centres

Outcomes:

  • 18% OpEx savings identified in 2 weeks

  • 4% OpEx benefits realised in 8 weeks with the remaining 14% realised within 12 months

  • A new people-centred approach to change management introduced with positive employee feedback

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Technology

Challenge:

  • A large retailer replacing global CX technology, telephony networking and telco call tariffs with a plan to procure in 9 months

Outcomes:

  • Full user and technology requirements to procurement in 14 weeks

  • Accelerated RFP from start to finish in 3 weeks - with fully motivated prospective suppliers

  • New solution delivered a 52% OPEX saving

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