CCA undertook a very comprehensive review of all aspects of our call centre, and provided me with a thorough document detailing their findings and recommendations which clearly showed they had understood and articulated the challenges we were facing going forward, and produced a business case that demonstrated significant financial benefits over a five-year period.
While undertaking this review, CCA assisted in making a range of ‘quick fixes’, including assisting with recruiting, Team Leader training, improved reporting, availability of metrics and process changes to improve call handling efficiency, allowing us to make significant changes to our operation while the big picture was in play in the background.
CCA are extremely customer-focused, and clearly have extensive knowledge and experience in the call centre industry. They are very easy to deal with and we learned a lot from their engagement.
I would have no hesitation in recommending them to other clients.