See how the AA contact centres delivered a £12 million cost challenge after being taken over by new owners, through a fresh look at the fundamentals of effective resourcing and a re-structure of the planning function, almost halved in size. initiatives such as cross-skilling, teleworking, split shifts, shrinkage re-alignment and performance management delivered efficiencies while the centre improved revenue and service at the same time

Taken from Best Practice Guide 2007 – Professional Planning Forum


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