The Meridian relationship extends back to our original contact strategic review and in-sourcing of the centre in 2009. The enabling implementations since include; outbound dialler, virtual queuing and IVR self-service.
We have been acting as a trusted advisor ever since, providing best practice case studies and mentoring management in the contact centre.
Our most recent piece of work focussed on improving overall performance to enable the contact centre to deliver on targeted service levels. Within 4 months we were able to coach the team leaders to ensure they could target the appropriate gaps in team knowledge and skills, and manage key agent behaviours all resulting in abandonment falling by half, and enabling an additional 15% of call demand to be answered with no addition in headcount.