Case studies
 
 

“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

London Borough of Greenwich
December 2005 – January 2008

Contact Centre Transition
Client: Assistant Director of Finance

Greenwich Council selected Telecommerce to provide consultancy services and interim management to support a major change programme moving individual customer facing services away from diverse departmental delivery and into one centralised customer service contact centre.
  • Design and adopt a Customer Service Strategy for Greenwich Council
  • Design and adopt a Service Delivery Model.
  • Design, adopt and implement the Council’s Contact Centre Transition project.
  • Manage the roll-out of contact centre services over 9 phases, with 78 service types and to a design scale of a 140 staff centre.
  • Design and implement front office processes and back office interface / handoff.
  • Select, coach and develop a Contact Centre Manager
  • Train, develop and motivate all new and existing council staff moving into the Contact Centre.

 

 

 

 
Case Studies

 

Telecommerce - Case Studies
 
Next    
 
 

 

Site map | Design: Greenfisher