Contact Centre Virtualisation – Business Case, Programme Design and Delivery
Provider of Health & Social Care Equipment
Sector: Health
Location: UK
Ownership: Privately owned
Duration: Short Term
A UK health and social care provider saved £350,000 and boosted service resilience by virtualising customer service teams to improve consistency across depots.
Challenge
The client’s services were delivered through a network of local depots, containing both warehouse and customer service facilities.
The client wanted to assess the potential opportunities from making the customer service teams function in a more consistent and collaborative manner.
Solution
The customer service operations were analysed through both the review of data and documentation and on-site discussions/interviews. A summary view of their physical and technology infrastructure was constructed, along with the customer service model and core customer journeys.
A gap analysis of the opportunity to drive efficiencies, operational resilience and cross-network consistency through virtualising the customer service teams was created.
Subsequently, a detailed (by half-hour timeslot) analysis of inbound and outbound calls was undertaken to model the customer service staff resourcing requirements under different models of virtualisation. This provided a business case for the transformation programme.
A contact centre-experienced project team was established to ensure both tactical and strategic recommendations were translated into deliverable changes.
Outcome
Increased resilience and consistency of service
Enhanced management information and customer insights
£350,000 in annual employment cost savings
Client Quote
“Steve’s expertise showed in the way he helped us describe and then realise both cash savings and improved customer service.”