Working to tight deadlines Coalface successfully audited the existing operation and defined a strategy to encompass all the potential customer contact requirements of a new mobile telephony business ensuring that they were not just met satisfactorily but to the stringent requirements of the Irish Telecoms Regulator.

The strategy defined by Coalface was not only successful in the initial approval of the bid but also provided detailed planning and process considerations for its practical implementation.

Commenting on the contribution made by Coalface Contact Centre Consulting, Bruce Swain of Catalyst said “We were up against extremely tight timescales and this section of the bid was worth 10% of the overall evaluation marks, it was clear that we needed a consultant partner with such ingrained knowledge of Contact Centre process and systems that they could immediately understand the complex requirements, and then not only formulate a solid solution but articulate it accurately and appropriately.  I had no hesitation in turning to Mark Whitehead of Coalface who deployed immediately and was able to hit the ground running taking absolute ownership of the section and confidently delivered a winning strategy.”

1. To manage the selection of an outsource partner to handle the DRTV responses
2. To evaluate responses and recommend an outsource partner
3. Negotiate the selected partner’s contract terms on behalf of the client
4. To brief and ensure the correct set up of the campaign at the chosen clients call centre
5. Manage the implementation process for the call centre solution on behalf of the client

Mark Whitehead of Coalface undertook lead responsibility on behalf of Lighthouse Consulting and undertook a request for proposal process resulting in the selection of Broadsystems as outsource partners for Asthma UK, a strategic partnership which remains in place today.

The Contract negotiations undertaken by Coalface resulted in a 16% saving upon initially quoted prices whilst the DRTV campaign was a runaway success.

Coalface was instrumental in the review and restructure of the football club Sales Centre Operation, developing and implementing new service delivery operations that resulted in:

• Reducing call waiting times by more than 52% 
• An increase in satisfactorily resolved enquiries of 10% from 88% to 98%
• An Increase in overall Customer Satisfaction in excess of 19% from 75% to 94%
• An overall Customer Satisfaction marking at the end of the season of 96% 

Jackie Evans, Customer Service Manager, Reading FC commented:
“Our job has become so much easier since Coalface came on board, not only have the number of complaints reduced but now we have far better procedures and systems with which to record and handle them. This has made a real difference to our Customers’ perceptions”.