Solutions that link Customer Experience to commercial return

Operational Improvement in Customer Management

At CCL, we help clients integrate customer engagement, service, and operations to create a distinctive customer experience that supports company revenue and profitability goals. We specialise in designing and developing efficient and effective customer service operations that support obtaining and retaining Customers, cost management and profitability. We start with a Fact Find to understand the situation, and then produce a plan to address the issues at source. We then help implement the plan, continually assessing progress and ensuring improvements stick.

This kind of work can take a lot. It requires tenacity, organisation, leadership and drive. We bring these things and ignite them in your team – leaving your people energised and excited about what they have achieved.

We have a unique track record of achieving results across many service sectors, including; Financial Services, Transport and Travel, Media and Utilities and Automotive, Retail, Health and Business Services.

Contact Centre Strategy

  • Contact Centre Audits
  • Strategic Benchmarking
  • Strategy
  • Outsourcing / Insourcing
  • Design and Build
  • Development
  • Selecting Technology
  • Project & Programme Management

Contact Centre Implementation

  • Operational Benchmarking
  • Performance Improvement
  • Contact Centre Process Improvement
  • Getting more out of your Technology
  • Getting more out of your Outsourcing Partner
  • Recruitment and HR
  • Management Development & Training
  • Interim Management

People Engagement & Training

  • Objective Setting / Definition
  • People & Engagement Change
  • Cultural Audits and Cultural Change
  • Sales, Service & Management Training
  • Facilitation Coaching and Delivery
  • Integration of a Change Agenda with the Commercial Agenda
  • Interim Change Agents and Change Managers
  • Monitoring and Reinforcement
how can we help you?

Contact Customer Consulting or submit a business enquiry online.

I really appreciate what CCL has brought to the party….CCL were excellent at project management and implementation. I have already recommended CCL, and would again to other organisations.

Civil Aviation Authority
Andrew Haines
Chief Executive, Civil Aviation Authority

……delivering the experience