CCL is a specialist Customer Management and implementation company, established in 1999. We help you to optimise return on investment in customer management, multi-channel contact centres and online.
When it comes to operational improvement we move fast; we’ll quickly find the problem, uncover root causes and most importantly, help make improvements that last. We catalyse extraordinary change in even the most difficult situations and we get results. For any customer management solution to last, it must embrace changes to people, not just processes or technology.
In the last few years we have successfully conducted projects to:
- Reduce abandonment rates from 15% to 3%
- Increase sales conversion by 37%
- Reduce average handling time by 27%
- Reduce telephone demand by 20%
- Increased Net Promoter Score (NPS) by 27%
Our real value is in who we are not just in what we do. Our approach is tailored to our client’s needs, we don’t sell a pre-prescribed formula. Whether our brief is strategic or operational, we make things happen. We facilitate people to bring out the best in themselves.
Using a joint team approach, we support you throughout implementation and deliver measurable returns that are beyond the norm. We leave your business more responsive to your customers, more in-tune with your brand values and your people able to create and sustain results.