“The Anchorcall project is progressing very well from my perspective - Telecommerce has my full confidence in seeing it through successfully”
Business Development Director – Anchor Trust
Gallions Housing Association June 2008 – July 2008
Gallions Housing Association manages over 5200 homes within London and the South East to provide social housing within sustainable communities. Gallions’ Director of Operations retained Telecommerce to undertake a customer contact centre review.The assignment included...
Performance Review
Identification of key performance indicators
Identification of process needed to manage first contact resolution
Recommendations on improving operational performance
Staffing review
Recommendations on reducing staff turnover
Identification of management skill set required
Identification of an appropriate staffing structure to accommodate current performance objectives and future plans
Commercial review
Identification of a cost and revenue model for internal and external projects
Identification of a value for money verification approach
Identification of an approach for commercial validation of opportunities to provide outsourced customer contact services
