Building a contact centre - from a customer first perspective
the challenge
Leading the specification and design of a National Customer Contact Centre (NCCC) through the creation of an operational blueprint that shared 'high level vision'.
the results
- The NCCC successfully began taking calls in April 2004 and by September 2004 they were achieving 50% resolution on enquiries against a target of 30%
implementation
- Facilitating customer proposition workshops
- Involvement in role definition and recruitment for senior operational team members
- Working through all processes designed to be included in the IS solution
- Knowledge transfer of best practices
differentiator
- The project was differentiated from similar builds by the high level of focus on the customer rather than existing internal systems and processes
- As this is core to Procter methodology it transferred naturally into the individual work streams of the NCCC project
They made us think about what sort of contact centre we wanted - things like - the culture, how we would manage performance, what training would look like.
