 |
Thus
Turning a problem, into an opportunity
When Ken Hills agreed to run the Thus Contact Centre Services
(TCCS), he knew he had to make changes to retain a number of key
clients and tackle fundamental operational issues.
He knew, also, that he needed external help to make the
necessary business improvements to TCCS, a leader in the call centre
services market. Hills was determined to work with contact centre
specialists who were strong in both diagnosis and implementation. He chose
VISION, following a recommendation from Intelligent Finance, to
significantly improve a key relationship with a critical client.
Thus, based in Glasgow, Scotland, is a leading provider of voice, data and Internet
services, employing some 2,500 staff. TCCS is a leader in the call centre services market, with
services ranging from telemarketing, call centre integration and
fulfilment, to consulting on a fully outsourced basis.
Business improvements
Thus had to resolve crucial
issues that affected the relationship with one of its most important
clients. No standardised processes existed, which impacted the delivery
and consistency of service offered to the client.
VISION performed a diagnosis to assess the key problems in
Thus's relationship with its client. The client, Thus and VISION
collaborated, resulting in the design of new processes that were focused
around customers' requirements. Two Thus agent teams, with up to eight
people per team, piloted and implemented the newly designed processes.
Performance intelligence
A performance dashboard,
which provided the agents and management with precise efficiency and
performance metrics, was created and rolled out across the business. The
dashboard was implemented along with a coaching practice to show agents
how they were performing and to empower them to change their behaviour and
become more effective.
As a result of the new processes, Thus's people assess the
client's requests before committing to fulfil them, ensuring they can
successfully deliver within the promised timeframes and resources.
The performance dashboard provides Thus with an accurate
performance measurement tool, such as time-on-line and calls handled.
Management has a reliable tool to measure operational performance; agents
can now self-assess and improve their day-to-day performance. In some
cases, agent productivity, such as time-on-line and calls handled,
increased by an average of 20%.
Solid relationship
The project has built a
stronger relationship with Thus and one of its key clients, which is based
on mutual trust. Ken Hills says "Our client reviewed our entire
relationship and they felt that we were more responsive and committed to
their account".
Thus has a new, proactive approach to the provision of
accurate and useful MIS to support the service provided.
Future development
The design and implementation
of a comprehensive training strategy means that the Thus team is now
positioned to roll out the improved processes and internal coordination
to the rest of the company, without support from VISION.
|
|
|
Featured clients
|
|
How to take a winning US business and make it work in Europe.
Cutting waste while increasing productivity
|
|
|