Contact Centre and CX Review

InvoCares national funeral services have created a more compassionate and helpful service at times when people are most vulnerable.



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.


  • 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

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