Contact centre strategy implementation, major organisational change
Inland Revenue's call centres are a key interaction channel handling a large number of diverse interactions with large processing peaks each year. Inland Revenue had developed a strategic view of the future for their call centres, and requested assistance turning the vision into a roadmap.
Voco:
- Participated in strategy development and facilitated sessions on specific detail
- Documented the roadmap, including formulating an overall approach and dependencies
- Created a presentation for management to use in communicating the vision
Separately as part of a different assignment Voco:
- Provided subject matter expertise to define and document the move to a virtual organisation based around advances in telecommunications technology
- Developed detailed implementation plans for the introduction of new technology
