Re-engineering of disparate call centres into a combined operation
New Zealand Post wished to develop a business case for re-engineering three disparate call centres and supporting new processes by appropriate use of new technology.
Voco was engaged to provide subject matter and best practice expertise, facilitate design of new processes and assist in developing the business case focussing in particular on improved Workforce Management, consolidatation into a virtual call centre and improved processes.
The business case was accepted and the changes have been implemented by Post.
