Mapping the journey to a renewed contact centre

For a global vehicle manufacturer, the UK customer contact centre was under transition including introducing digital channels and deploying new technology. The engagement was acting as a programme leader and adviser between the client, the outsourced contact centre provider and the software vendor installing new systems. This had to be achieved in a short timescale on live operations with no service interruption.

what we achieved and outcomes

Mapping the journey to a renewed contact centre


· 15 specific initiatives identified through agent productivity, customer satisfaction improvement, process optimisation and platform enhancement
· Significant organisational efficiencies were identified, and radically new ways of working introduced to better serve customers across the main brands served centrally in a 400-seat contact centre
· Change management effectively delivered, trusted independent partner with client, outsourcing provider and software vendor senior management


· Benefits totalling £1.1m with 12% reduction in costs, 25% of this realised during engagement period
· CRM implementation project completed on time as a result of inter-partner relationships provided
· Innovative isights on organisational change proposed and accepted

Total benefits identifed


Cost Reduction


Contact Centre Size

400 seats


I worked with Vectris on implementing a new Workflow Management System for one of the largest automotive companies in the world. Vectris is diligent, thorough and the approach is highly collaborative and engaging. A delight to work with and I would have no hesitation whatsoever in recommending

Contact Centre Director

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