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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%