Contact Centre and CX Review
InvoCares national funeral services have created a more compassionate and helpful service at times when people are most vulnerable.
Project
InvoCare, the largest provider of funeral services in Australia, was concerned with the NSW contact centre. A full end to end review was conducted with scope quickly expanded to national telephony through the various state networks and partners.
Results
- National Contact Centre strategy developed and presented to board with approval with all recommendations approved, including
- National Contact Centre Manager appointed
- New national operating structure implemented
- Reporting and KPI enhancements implemented
- Routing, scripting, training, skilling & QA developed
- Telephony and CRM enhancements developed