Domestic & General

Connect undertook a strategic review of contact centre technology for this 1,500 seat provider of warranty and insurance services. The scope encompassed the use of inbound, outbound, call recording, workforce management and multi-channel solutions. This project created the justification for a multi-million pound investment programme to support the future international growth strategy.

The Connect consulting team was then retained to project manage the first phase of implementation to introduce PCI-DSS complaint call recording, upgrade the outbound dialling platform and rollout new performance reporting tools.