Case study 6

“Just wanted to say a big thank you from CMA for yesterday. The venue was amazing and the presentations were consistently good.”

Membership Services – CMA

Freeserve (later Wanadoo)
March 2002 – June 2002

Customer Contact Review
Client: Customer Service and Operations Director

Conducting a contact centre audit for leading UK Internet Service Provider with transition and development plans for the core organisation to work efficiently and effectively with two outsource partners to deliver quality customer service.

  • Generate and implement methodology and business models for planning, forecasting and contact centre processes using outsourced customer contact solutions
  • Manage contract renegotiations at two outsourcers (Ventura & DSG) for specified customer service, technical support and customer retention roles and resources
  • Set-up initial management of outsourced operations to maintain Freeserve control



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