| Probation business | Innovative operating model design and delivery, creating offender portal, workflow across Field offices, while consolidating administration, customer and stakeholder contact from 40 offices into centre of excellence. |
| Housing business | Transformed residential property business with 3,000 properties, introducing CRM, new portal and contact centre consolidation delivering channel shift and economies of scale from contact centre consolidation. |
| ICT services business | New operating model for service centre, introducing forms to channel shift away from email and blending the distribution of voice and non voice contact pragmatically to a new team structure to address poor scale economies. |
| Near-east telco | Design of target operating model required for entry into near-shoring market. |
| Polish Telco | Transformational change across 9000 seat, 40 location contact centre, introducing customer experience measurement system, complemented with new performance management and coaching disciplines to address dire customer experience and efficiency performance. |
| Mortgage business | Development and deployment of loan quotation, origination and servicing systems across bank and its outsourcer’s UK and India locations. |
| Credit card business | Design and delivery of a new operating model across customer services, retention and arrears functions, delivering lower handling times and increased utilization, while maintaining customer satisfaction. |
| Product insurer | Contact centre teams were organized around 50 clients, effectively requiring the operation of 50 small contact centres, none of which operated to normal forecasting and scheduling disciplines. We designed and implemented a rationalized structure, operating one effective contact centre, with some limited use of skills based routing where required by client commitments. |
| Government department | Original research on front and back office operating models to inform strategic decisions of HMRC in developing its operating model to deal with highly seasonal demand. |
| Numerous clients | Implementation of contact centre workforce management process and tools, coaching and performance management processes to focus on customer experience, handling time and utilization improvements . |