Interview with Michelle Drage

Director of Retail Aviva Life

Interview with David Bird

Customer Service Director E.ON

Aer Lingus

“We wanted expertise in the areas of customer management, customer care and direct channel development. With CCL we got what we asked for and more. We got a whole approach and an attitude to this area that has stretched our thinking. Through constructive straight talking, they told me what I needed to hear. They showed us the real issues, helped us to understand them and told us what we could achieve and how to approach it. They then helped us implement the solution. Here their consistently flexible and responsive approach was very valuable.”
Mark Mortell, Commercial Director, Aer Lingus


“I have had experience of working with CCL over the course of the last three years on several major customer programmes, both within the transport sector and currently within the Aviva Life operation.CCL have a demonstrable track record in delivering financial, operational and customer benefits and results. They are very effective in helping organisations’ design customer service strategies and have a unique ability to turn these strategies into reality. CCL have a wide network of consultants with very diverse skills knowledge and experience. They are passionate about delivering success for customers and organisations.

I would highly recommend CCL as a potential partner to work with. I have always found the quality of work to be of a very high standard and CCL are extremely responsive to their client needs and requirements.”
Michelle Drage, Director of Customer Experience, Aviva Life


“CCL were able to provide qualified and driven people very quickly to support an urgent piece of programme review work. The individuals fitted into the wider team successfully and delivered on their commitments in terms of timing, quality and budget.An additional attraction was the extent to which CCL were able to bring an external ‘benchmarking’ perspective to our discussions and analysis. Their expertise and experience in the area of contact centre development and management, allowed us to formulate and present our recommendations with the confidence that we had built in a pragmatic ‘best practice’ component to our conclusions.”
Mark Severn, Project Director – QA Review, Barclays Bank Plc

The Body Shop

“The Body Shop commissioned CCL to assist us in evaluating our call centres in the U.K. and the U.S.A. Both centres had grown exponentially commensurate with the growth in our direct channel businesses in those markets and we needed to improve both service and productivity, as well as begin developing a strategy and platform for expansion into additional markets, all within some significant budget constraints.

CCL not only helped upgrade both centres in the short run, producing immediate results, but also delineated the KPI’s and a development roadmap, and set out a vision and template for future growth.

The consultants were thoroughly professional, quickly gained the confidence of our key people, and offered practical advice throughout. The project was brought in on time and on budget, and positive results both in service levels and productivity were quickly realised.”
Jim Hurley, President, Americas Region, The Body Shop


“I worked on a project with Simon and found him and his colleagues to be highly competent. When we in Waptv needed help recently (to procure the external customer support/ help desk for the e-mail service) we commissioned CCL to manage the procurement process and provide strategic consultancy for Waptv support. The work was done professionally and effectively and CCL had some very interesting ideas on how we could use customer service as a differentiator for our interactive services.”
Gary Smith, Commercial Manager, BSkyB – Sky Interactive


“CCL led a project to produce a road map of the developments we must make in our customer contact centres across the next five years if we are to satisfy changing customer demands and achieve our strategic aims. The road map provides a detailed picture of the innovations required in all areas including people, process, technology and customer experience. We chose CCL for this work because of their ability to cut through the hype, articulate the future in simple, concrete terms and support their recommendations with industry evidence, knowledge and a sound business case for Year One.

CCL met (and in some areas exceeded) our expectations and produced a compelling picture and plan of what we need to do and how we need to do it. The quality of their input, flexible working style and genuine commitment to the client means I would have no hesitation in recommending them. Indeed, they went on to support us with another major piece of strategic work as a result of this assignment.”
Graham Duke, Head of Change Implementation, Lloyds TSB

“Having been given an urgent brief during the latter part of 2001, you responded with a thorough, well researched and challenging report. You identified the key issues and helped us identify the key solutions. It is all too easy for consultants to give us answers, which come from the shelf. On this occasion, CCL provided true value and bespoke solutions, and we are all grateful for your inputs.”
John A Spence, Director, Retail Distribution, Lloyds TSB

“For the last 24 months CCL has been helping the UK division of National Express Group in a variety of areas, from assisting in the analysis of customer satisfaction, improving the cleanliness and presentation of its buses, right through to improving its contact centre operations.

“We are very pleased with the results and staff feedback is positive. CCL has brought key benefits, including wide contact centre experience. We have good people internally who have grown up through centres within our business, but have had little external experience. CCL brings a useful external perspective as well as needed additional resource.

Practical assistance from CCL has been a great benefit, as the challenge for us has been having the resources in-house to do the task.

Unlike larger consultancies, where there is a fixed way of doing things, CCL has been very flexible. They are not precious about their skills and experience either; and our people internally are learning alot as they carry the project forward.

CCL has helped to take the frustration out of the process. Now calls go through to a contact centre, customers are asked to key in the bus route, and the call is automatically diverted to the right bus garage.

Without this programme we would be unable to deliver the experience we want to customers.”
David Bird, Customer Services Director, National Express


“Following a decision to implement a migration of call centre operations between sites in the UK, CCL were engaged to design and deploy training in a very short period to fit in with some tough challenges from the Orange board.

To add to the scale of the challenge, we asked them to take previously service orientated call centre staff and train them to make sales to non-Orange customers in an extremely competitive environment.

It is a testimony to the quality of their work that the team is already exceeding all their financial targets so soon after the project has been completed. Indeed, we also have a training model that will be adaptable to the future needs across our business.

Feedback from both course attendees and the project team demonstrates that they are also a great bunch to work with!! Many thanks.”
Andy Wicken, Sales Development Manager, Orange UK

“CCL is a respected organisation that in various ‘lives’ both at Orange and elsewhere, has provided skilled professionals who really deliver change. They are passionate about the customer experience and know how to analyse what’s happening to ensure the right actions can be taken to succeed.

CCL possesses specialist skills in developing and implementing customer strategies, which directly improve performance, customer growth and retention. Their consultants have ‘hands on’ experience and can design and deliver, with a real people-centric approach. It’s an organisation that realises true customer value and doesn’t outstay its welcome.”
Jackie O’Leary, Vice President of Service, Orange UK


“Initially we invited CCL to provide interim management support due to the absence of our Direct Marketing Manager. SAP were six months into a 3 year contract with a major call centre outsourcing company and there were major problems in terms of their performance and managing our expectations. CCL provided experienced call centre staff to show the outsourcer what areas needed to be improved to meet our expectations. The outsourcer, in spite of significant input, was not able to respond and/or provide the necessary levels of expertise. As a result CCL were asked to help negotiate an end to the contract and also run a procurement process to identify an alternative supplier. In addition, CCL also provided planning assistance to help bring in-house part of the outsourced operation. Both of these activities, i.e. finding an outsource supplier and also bringing the operation in-house proved to be very successful and provided SAP with a significant increase in results for the money they were paying. Overall the CCL staff created an experience of trust within the SAP team and dealt with the outsourcing companies in a very professional and fair way. I would certainly consider using CCL in the future.”
Sally Hanson, Marketing & Communications Manager, SAP

South West Trains

“CCL worked with South West Trains on two projects during 2005/06. Firstly a benchmarking review of our Customer Call Centre and development of an improvement plan and secondly on a complete overhaul of the company’s processes and procedures that underpin the delivery of customer information to passengers at times of disruption. Both projects were supported during implementation through support and coaching the project manager. We have been very pleased with their involvement in both projects.

Our experience is that they work hard to understand the issues in detail, have excellent project planning and management skills, develop practical solutions and are effective at challenging established thinking. We would seriously consider working with them again.”
James Burt, Operations Director, South West Trains


“Your contribution has been exactly on the button and frankly I didn’t expect it to be so ‘easy’ for me. The value you have delivered has been excellent and I appreciate, almost more than anything, the lack of fuss in its creation and production.”
Bryan Lloyd, Executive Vice President, Spring.com

“I brought in CCL having worked with many of the team in a previous role at Xerox. My initial requirement was for management support in our central resource centre with an audit of the current situation. CCL responded very flexibly and provided experienced personnel able to hit the ground running, which freed up the relevant director and provided pertinent, useful feedback as to areas we could improve. We then used CCL to facilitate our business planning process and a key strategy workshop. We will be considering the use of CCL in the future in an implementation support role. Overall my experience of CCL has been very good. Their response has always been extremely practical. At the same time they are able and willing to explore the theory. This has been good learning for those managers who have to implement, much better than the ‘report on the shelf’ style of consultancy.”
Ged Thompson, Managing Director, IT Personnel, Spring.com

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