Alliance & Leicester bank on WITNESS simulation to support delivery of customer service excellence

Alliance & Leicester.pdf

Customer contact centres are critical to Alliance & Leicester’s strategy. Maintaining excellence at 6 primary sites with more than 2000 agents, and correctly routing calls is challenging! Alliance & Leicester explain how they changed call routing
and skill balances to optimise customer service excellence. Using simulation, they modelled changes within a risk-free environment, allowing them to understand and explore complexities.