Our clients come from the public and private sectors. We always respect our clients’ commercial confidentiality – client references are of course available should you wish to consider working with us. Below are some examples of the work that we have undertaken:
Major Utility; Coached and developed the operational managers (from top management to team managers) within the outsourced customer services centre, focussing on people management and performance management skills
Premiership Football Clubs; Review and options analysis of customer services operations (email, web and telephone) and contact strategy at a Premiership football club, including ticketing, stadium tours, membership services and mail order operations. Recruitment of Head of Customer Services. Review of customer service operations and held focus groups and workshops with senior managers to develop a Customer Experience Blueprint for a second Premiership football club.
National Charity Organisation; Design and introduction of performance management system at director and senior management level
Life and Pensions Company; Business analysis and review of contact centre operations and business processes resulting in the development of the future customer contact strategy
International Car Hire Company; Outsourcing of multilingual, pan-European telephone customer services including participating in the tendering and selection of outsourced partner.
Public Sector; Facilitation of a number of one-day development sessions for Public Sector managers, focussing on the use of industry leading practice in the performance management of Public Sector customer contact centres.
Motor Insurance Company; Review of two outsourced customer service operations for a national car insurance company.
Retail Bank; Produced customer services benchmarking study. Undertook primary research and produced a report and recommendations based on comparisons with 12 direct competitors in the UK.
National Retailer; planning the migration of customer services from one outsourced service provider to a new provider. This included contract negotiations, setting service levels and planning the migration activities.
Soft Drinks Manufacturer; Review and optimisation analysis of B2B customer management centre.
Professional organisation within the healthcare sector; Review and options analysis of membership and customer services operations