Eleven Consult
Rebuilding a contact centre of over 300 people around the customer.
Redesigned the operating model, technology stack and customer experience across four sites and remote teams, connecting contact centre, branches and digital channels around a shared customer view.
people
locations
CTI + CRM platform
The context, and what the work involved.
Over 300 people, four locations and remote teams, serving customers who also used branches and digital channels. Each channel held only part of the picture.
The goal was to put the customer, not the channel, at the centre of how service worked.
- Redesigning the operating model across four locations and remote teams.
- Replacing the technology stack with a new CTI and CRM platform.
- Connecting contact centre, branches and digital channels around a shared customer view.
- Redesigning the customer experience end to end, with the service running throughout.
Customer operations change only when the operating model, the technology and the people move together. Fixing one without the others just moves the problem somewhere else.
Sector
Customer operations · Multi-site
Selected experience includes work delivered by the founders in previous executive and consulting roles, alongside engagements delivered through Eleven Consult.
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