This company recently undertook a great deal of change. The business process re-engineering and implementation of new technologies provided an opportunity for a new beginning – not only for providing a more efficient and cost effective service, but also for providing a service which was remarkable. It
The operation is a call centre operation based in the UK and India with 200 agents receiving in excess of 10,000 calls a day.
Each team of 15 agents is managed and coached by a Team Leader who also has access to a small team of dedicated Coaches. The Team Leaders and Coaches are then managed by Operations
We have recently worked with a leading outscourced agency with a programme to change the way that products and services are being sold through outbound telephone calls. The selling method used was to “throw enough sales at the wall and some will stick” which resulted in a high number of cancelled policies
Over the past two years, the IT function of this Bank has been running a programme aimed at improving the service it provides to the other business units within the bank and as a result the role of Service Delivery Manager has changed. Cybèle has provided training for the Service Delivery Team that ensured they were