Case study 4

Change management support for a newly centralised Customer Service Contact Centre

The need
Resident feedback, cost management issues and Housing Corporation goals led this housing organisation to review its customer service strategy and opt for centralised customer service through a contact centre. This green field project demanded expert guidance and support.

The solution:

• Facilitating the definition of the service vision and values and specification of the service provision and the project planning.
  
• Co-creating the organisation design, definition of culture and management style, recruitment, training and performance management strategies.
  
• co-defining the customer service style, processes and standards (ABC) and the technology and telephony systems.
  
• Supporting the project team and coaching the project manager through implementation
  

The business improvements:
Phase I of the new service centre was launched on schedule and is achieving target standards. It received praise from customers and the Housing Corporation, especially for the staff training programme, staff are very satisfied and to date there are no retention issues. Phase II was conducted by the internal team, benefiting from the learning from Phase I and has been successfully launched.

<< back to case studies