All About Service

We were recently approached to support a business going through a significant period of change and transformation. This client from within the utility industry chose to engage with CCP on a retained basis, and Founder Mark Conway led the project.

By retaining Mark, the client gained 100% of his attention exclusively.

Our client was looking to improve their customer service operations within three key areas.
  1. Complaints
  2. Collections
  3. Pro-Active Customer Service
The brief was quite simple… source candidates with experience from a variety of different industries so that they could bring this experience into an operation that was used to doing things in a certain way to shake things up and breathe fresh life into it.

The project took just five weeks to complete…

Week 1: Client site meeting to take brief
Week 2: Candidate search commences
Week 3: Candidate shortlist is submitted to the client
Week 4: Interviews arranged
Week 5: Second Interviews, three offers made

We are delighted to say that all three candidates are currently enjoying their new roles six months on and are over achieving at turning round what was once an under-performing operation.

This project proved so successful that we have successfully worked on a number of other roles with this same client since its completion.

This case study was published by:
Mark Conway