Case study Gallions

“The Anchorcall project is progressing very well from my perspective - Telecommerce has my full confidence in seeing it through successfully”

Business Development Director – Anchor Trust

Gallions Housing Association
June 2008 – July 2008

Gallions Housing Association manages over 5200 homes within London and the South East to provide social housing within sustainable communities. Gallions’ Director of Operations retained Telecommerce to undertake a customer contact centre review.The assignment included...
  • Performance Review
  • Identification of key performance indicators
  • Identification of process needed to manage first contact resolution
  • Recommendations on improving operational performance
  • Staffing review
  • Recommendations on reducing staff turnover
  • Identification of management skill set required
  • Identification of an appropriate staffing structure to accommodate current performance objectives and future plans
  • Commercial review
  • Identification of a cost and revenue model for internal and external projects
  • Identification of a value for money verification approach
  • Identification of an approach for commercial validation of opportunities to provide outsourced customer contact services





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