Call Centre Consultancy:

Retail Services Manager, major utility.

An unsolicited letter (Used with kind permission)

 

We have managed to handle the quantity problem within the Call Centre and Alison is growing into the job by the day.  Generally we are performing at 95% call rate with 80% answered within 20 seconds.  We are outperforming the main business and this gives us considerable pleasure.

 

We are now working on quality, authority levels and making significant moves towards a paperless operation – can you believe we were generating 700 written queries a week! Sorry – of course you can.

 

You may not think it, but we learnt a great deal from your help and advice and I think you for it.

 

I am now developing plans for telesales – probably on an outsourced basis – and would welcome your views.