Greenwich Council selected Telecommerce to provide consultancy services and interim management to support a major change programme moving individual customer facing services away from diverse departmental delivery and into one centralised customer service contact centre.

• Design and adopt a Customer Service Strategy for Greenwich Council
• Design and adopt a Service Delivery Model.
• Design, adopt and implement the Council’s Contact Centre Transition project.
• Manage the roll-out of contact centre services over 9 phases, with 78 service types and to a design scale of a 140 staff centre.
• Design and implement front office processes and back office interface / handoff.
• Select, coach and develop a Contact Centre Manager
• Train, develop and motivate all new and existing council staff moving into the Contact Centre.