Examples of projects and engagements include, transformation of merging call centres, turnaround of service centres, transformation of customer care, volume and margin increase, increase in first time resolution through skill sets.

Case study:

Restructure and transformation of merging and established call centres, increasing burden of operating costs, declining margins, increasing complaints, costly and diverging operating models, quantum change in productivity required. 

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• Restructure achieved ahead of plan,
• Common operating model, process and productivity driven,
• Overhauled and live reviews of procedures, processes and practices,
• Recruitment and retention through structured development, skill set and opportunity driven,
• Transparency of productivity, performance, attainment and achievements,
• Recognition of team and individual

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Contact Michael Keeling today, to discuss growing teams and reducing costs through structured transformations, reorganisations and turnarounds in your centres.