Interview with:

Lyn Trewenack - Corporate Administration Services - CitiStreet

 

Q1.  What did you like most about working with reveal group?

"The thing I liked most about working with reveal group was the professionalism of the reveal group consultants.

I also liked the knowledge they brought as well as their faith in their offering being a good solution."

Q2.  What is your perception of reveal group now that you have worked with them?

"My perception of reveal group went through a progression between the start and the end of the project:

• At the start - the Workforce Improvement Program was presented to me as a fait accompli.  I just had to do it.  There had been no discussion with me up front.  I felt pushed into a solution that may or may not be relevant and could be very time consuming.
• By the end - the consultants had been flexible with me.  The took me on the journey, let me adapt and come around to what we were doing.  They were appropriately 'pushy' and persistent, and were also sensible."

 

Q3.  What solution did reveal group deliver?

"reveal group delivered an excellent end to end solution.  It is not just a product, it is also that reveal group worked with us all the way.  I believe it is now inculcated into business-as-usual.

• The reveal group people were of good quality, very professional;
• The tool is excellent for back-office areas.  The good thing is that it is now consistent across all the business units;
• The coaching to the Team Leaders was maybe for me the best part of the program."

Q4.  What risk did reveal group remove from your business?

"reveal group removed the risk of having inconsistencies across the business."

Q5.  What are the biggest benefits from working with reveal group?

"The biggest benefits from working with reveal group were:

• An increased awareness by Team Leaders of their requirement to fill in the breaks between calls with valuable activities; 
• The variety it provided to the agents was also very good;
• A sounding board for me and my management team;
• A consistent tool across Operations."

 

Q6.  Would you recommend reveal group to anyone else?

"Yes I would definitely recommend reveal group for Back Office Operations or for Call Centres without workforce scheduling, or for outbound Call Centres.  This solution would also work very well in multi-media / blended Call Centres (mix of calls / emails / web / mail etc)."

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