Challenge
Mapping the journey to a renewed contact centre
For a global vehicle manufacturer, the UK customer contact centre was under transition including introducing digital channels and deploying new technology. The engagement was acting as a programme leader and adviser between the client, the outsourced contact centre provider and the software vendor installing new systems. This had to be achieved in a short timescale on live operations with no service interruption.
what we achieved and outcomes
Mapping the journey to a renewed contact centre
Achievements
· 15 specific initiatives identified through agent productivity, customer satisfaction improvement, process optimisation and platform enhancement
· Significant organisational efficiencies were identified, and radically new ways of working introduced to better serve customers across the main brands served centrally in a 400-seat contact centre
· Change management effectively delivered, trusted independent partner with client, outsourcing provider and software vendor senior management
outcomes
· Benefits totalling £1.1m with 12% reduction in costs, 25% of this realised during engagement period
· CRM implementation project completed on time as a result of inter-partner relationships provided
· Innovative isights on organisational change proposed and accepted
Total benefits identifed
£1.1M
Cost Reduction
12%
Contact Centre Size
400 seats
Testimonial
“I worked with Vectris on implementing a new Workflow Management System for one of the largest automotive companies in the world. Vectris is diligent, thorough and the approach is highly collaborative and engaging. A delight to work with and I would have no hesitation whatsoever in recommending“
Contact Centre Director
Get In Touch
01865 699060
welcome@customer-engagement.co.uk