Case studies

Achieving outstanding results

Case Study 3 – Performance optimisation


The Issue

This client was losing valuable contracts due to poor service delivery from telephone advisors


The Solution

To train and develop a pilot team of 12 managers so that they were equipped to develop and coach their teams to deliver excellent levels of customer service and achieve improved levels of performance. To measure the results from the pilot, we compared their performance against that of a ‘Control’ team


The Results

The results of this programme were independently audited by the HR function. The results showed that the pilot team produced twice the improvement than the ‘Control’ team


Results achieved:


•  15% improvement in calls per hour

•  23% improvement in available time

•  5% improvement in quality scores


Overall the audit concluded that once the programme was applied to the whole contact centre, £3 million could be saved in salary costs alone



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