The requirement A leading Global Customer Management Client (BPO) wanted to build their solutions & bid team. Their business was re-shaping after some key business wins – and the solutions team were an integral part of moving their sales function forward to...
The requirement London Borough of Hammersmith and Fulham had taken the decision to insource their Residential Repairs Contact Centre from an outsource partner to provide their residents with the highest level of service possible. Our action With a full...
The requirement One of the “Big 6” utilities providers contact centre estate was under-performing against service level and budget delivery. The operational teams blamed inaccurate demand forecasts and resource plans while the resource teams blamed poor adherence to...
The requirement A FTSE100 Telco/Media organisation were about to commence a restructure of their contact centre leadership team with the hire of a Director of Planning being pivotal to this restructure. The Director of Planning was required to change the organisations...
Background Tasked with supporting a long-term RPO Business on a contingent level who were struggling with a high-volume Contact Centre Sales recruitment suffering from high attrition and market saturation, CCA faced a significant recruitment challenge...
Situation Following the appointment of a new Customer Service Director to lead Sky’s Customer Operations Division, CCA Recruitment Group were requested to provide industry insight and guidance to support the shaping of a new ‘D’ level structure across various...