Contact Centre and CX Review
InvoCares national funeral services have created a more compassionate and helpful service at times when people are most vulnerable.
The engagement
The work
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.
The difference
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
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