Churchill case study
Learning from the best
Churchill, the innovative and fast growing general insurance business wanted to examine its future operating model and how contact centre working could be developed.
Although a long standing technology supplier relationship existed, Churchill realised that it needed not only a partner who could address best practice in technologies and their use but also work with and develop a cross functional team to collaborate across the business.
Budd carried out a rapid business assessment to identify learning priorities, followed by an extensive benchmarking exercise. This created the material for the cross functional group to workshop and then allowed the development of the actual business requirements.
At the same time, Budd worked on tactical issues such as centre resourcing & planning and a system to manage supply and demand for technical support in the contact centres. A new organisational model was also developed.
