Case Studies

Sovereign Housing: Setting new starters up for success

‘Learning on the job’ may be an effective induction approach for some organisations but it was not enough for one of the largest and fastest growing housing associations in the country, Sovereign Housing. Sovereign Housing Association own and manage more than 37,000 homes for 86,000 residents across the south and south west of England. Offering more than just bricks and mortar, they provide a range of homes people can afford, with value added services; supported by a 130 seat contact centre. Their challenge rested in the evolution of their contact centre. It had been created over two years earlier by centralising colleagues from across the organisation that had been responsible, in some way, for contact with residents. Not only had staff been based across three different... Read MoreSovereign Housing: Setting new starters up for success

Learndirect: Walking in the customers’ shoes

Advisors at Learndirect are professional teachers, but training to engage with the customer delivered a 17% increase in call quality. Learndirect is the UK’s largest provider of skills, training and employment services. With a network of learning centres nationwide, more than 3.5 million learners have enrolled on courses to date. "Our advisors are trained teachers who are highly knowledgeable but they were struggling to engage with our customers," explains Hayley Barlow, Customer Services Director. "Whilst advisors were technically skilled in dealing with learner enquiries, we recognised there were skills gaps in some key areas of call handling such as customer service etiquette, active listening, questioning and call control." Team leader roles were also being re-defined. It... Read MoreLearndirect: Walking in the customers’ shoes

Co-Op Food: Empowered to connect with customers

#1 Local Food Retailer in the UK – this is the goal of The Co-operative Food and increased customer satisfaction is going to help them get there. The Co-operative Food operates over 2,800 stores and employs more than 74,000 people. Already the fifth biggest food retailer in the UK, Co-op Food has the goal of becoming the number one local food retailer. Recognising that this ambition needed to be matched with consistently high levels of customer service, The Co-operative Food developed its ‘Connecting with Customers’ campaign. "We wanted to help our team improve how they handled calls to the customer care line, as well as supporting those working in stores," explains Jean Crisp, Call Centre Manager at Co-op Food. "We contacted the CCMA as its training programmes are... Read MoreCo-Op Food: Empowered to connect with customers

Harley Medical Group: Culture change to conversations

"What we achieved was transformational and surpassed all my expectations," said Grant Watson, Operations Director, The Harley Medical Group. The Harley Medical Group is one of the leading cosmetic surgery and laser & skin treatment providers in the UK. With 21 clinics nationwide, the Group is recognised for providing first class care in the industry. The CCMA was invited to conduct a ‘health-check’ of the contact centre operation to understand how it was performing against industry best practice. The operation was primarily a sales environment, targeted on booked appointments. "We chose the CCMA because they are the experts in the contact centre industry and brought with them experience and expertise that we didn’t have in-house," said Grant. Observing the... Read MoreHarley Medical Group: Culture change to conversations