In 2006 sales growth doubled, challenging the business to a new service strategy for supporting an enlarged customer base without just increasing FTE. Resource Management expanded its service by introducing new teams to challenge work processes and drive change, along side a fresh look at traditional areas of resource optimisation. With attrition down 5% and employee satisfaction up 20%, the new approach supported a momentum for change in the business. A pilot area removed 44,000 unnecessary calls and the IVR automation success rate rose 7% points.

Taken from Best Practice Guide 2007 – Professional Planning Forum


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