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2017 Innovation & Transformation Awards: Releasing potential: gain the attention of the board at TUI

Published on 27 April 2017

2017 Innovation & Transformation Awards: Releasing potential: gain the attention of the board at TUI

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See how the business has recognised the contact centre as leading the way in customer service, an operational voice of the customer. Starting from the point where the Swansea centre was about to close, it has captured the imagination of the TUI board. This transformation is entrepreneurial. It’s agile, based on continuous improvement. Passionate people are at the heart of success, alongside clear-headed management of resources. A host of initiatives include: knowledge and workforce management, voice of the customer, a new training structure, colleague forums and the opportunity for career progression – a winner in the local job market. The whole programme has delivered significant benefits: customers get through, they get answers and they get choices. Simply, they get better service.

Key Results

  • Service level improvement of over 40%
  • NPS rose from 3.8 to 41 in just 12 months, with CSAT rising 5% points in the same period
  • £19million nominal benefit to TUI (over 10 years)
  • Employee engagement at 80%

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As a member, you are not on your own but part of a community with others facing many similar challenges. We are here to help you to make a tangible impact in your organisation and show how developing the capability of each specialist professional function is fundamental to your business.

Book for one of our events to experience our exceptional community or get in touch to talk about how we can help you and your teams to be fully effective in adding value to your business. Email advice@theforum.social, call 0333 123 5960 or contact any of The Forum team.