A number of the CCL Team were involved in setting up First Direct back in the late 1980s and since then CCL consultants have had active involvement in many of the banks’ Contact Centres. CCL has been involved in customer management strategies, Channel Shift Programmes and customer experience initiatives for a number of financial services organisations and over recent years has developed some specialism in working with life and pensions companies and improving their customer management.
CCL has also worked with the Financial Conduct Authority having won 2 tenders in 2017 to create a long-term vision and strategy for their Contact Centre and specific campaign support related to the PPI deadline. CCL have also won work with the National Audit Office in auditing one of the largest government departments in relation to Contact Centres and Channel Shift.
Clients have included:
Life and pensions