The transformation at eircom’s contact centre in Dublin has been spectacular.
Annualised staff attrition has fallen from over 250% to under 30%, average call waiting time
has been cut from over 6 minutes to just 20 seconds, and customer satisfaction levels
have risen from just over 30% in 2005 to 79% in 2008.
The change began in 2005, when Capita joined what is now a multi-contract partnership
between eircom and Capita to provide a managed service for eircom’s telesales, business
and consumer customer service and directory enquiries operations. Before Capita’s
involvement, eircom was using an extremely costly agency based employment model,
resulting in high staff turnover and very poor service levels.
"We adopted a performance based culture and offered employees permanent contracts
with competitive pay and benefits," says David Kelly, Capita Client Services
Director."The result was an immediate and dramatic drop in staff attrition
and a gradual improvement in customer satisfaction."
Gerry Culligan, Director of Consumer Markets at eircom, is delighted. "We’re
very pleased to have established such a successful partnership with Capita. They’ve
provided a first class outsourced service and constantly review their operations
to ensure that this continues to be the case."
