Flybe puts more summer 2017 routes on sale

Flybe puts more summer 2017 routes on sale

Tuesday, 25 October 2016 11:00

Flybe has ...

YHA submits plans for London’s first ‘Super Hostel’

YHA submits plans for London’s first ‘Su…

Tuesday, 25 October 2016 08:00

A planning application has been submitted by YHA (England and Wales) to open its first Super Hostel in London.

£2.3million immigration hall upgrade plans at Bristol Airport

£2.3million immigration hall upgrade pla…

Monday, 24 October 2016 14:00

Following a major overhaul of the security search area for departing passengers, Bristol Airport has unveiled plans to address congestion in arrivals.

Intrepid targets socially conscious Gen Z with new Geckos age-range

Intrepid targets socially conscious Gen …

Monday, 24 October 2016 11:00

30 year olds will be ‘too old’ for Geckos Adventures next year, as the Intrepid Group has announced that it will cut the age range to meet a growing demand...

New survey reveals just one in 12 Brits manage to wangle an upgrade

New survey reveals just one in 12 Brits …

Monday, 24 October 2016 08:40

New research from has revealed that only 8% of British travellers have actually managed to secure a free upgrade for their holiday, with flight upgrades and hotel room upgrades...

Just You launches travel trade solo experience

Just You launches travel trade solo expe…

Friday, 21 October 2016 14:00

Just You has announced its largest investment to support the travel trade with the launch of 200 joint marketing events to promote solo travel.

Spontaneous people are happier according to Snaptrip survey

Spontaneous people are happier according…

Friday, 21 October 2016 11:00

Spontaneous people are often believed to lead more exciting or glamorous lifestyles and a new study has confirmed that they are happier in all aspects of their lives.

Top Brighton attractions on Combi-Saver tickets for half term

Top Brighton attractions on Combi-Saver …

Friday, 21 October 2016 09:00

Visitors to Brighton this October half term can save up to 20% on its top three paid-for attractions with combination tickets now available for British Airways i360, SEA LIFE Brighton...

Free cabin upgrades with Cosmos Tours

Free cabin upgrades with Cosmos Tours

Thursday, 20 October 2016 14:00

There still’s time for agents to book a Croisieurope river cruise for their customers with a free cabin upgrade on a range of river cruises throughout Europe, when booked with...

Last minute autumn breaks available at Haven

Last minute autumn breaks available at H…

Thursday, 20 October 2016 11:00

Agents can still give their customers a last minute family break this autumn from £99 when booking a Haven holiday between now and November 5.

Skiers urged to head east for best piste costs reveals new report

Skiers urged to head east for best piste…

Thursday, 20 October 2016 08:00

Cash-conscious skiers can avoid the slippery slope of higher prices for their annual downhill trip by heading to ski resorts in Eastern Europe.

Design an anniversary poster for DFDS competition

Design an anniversary poster for DFDS co…

Wednesday, 19 October 2016 14:00

Ferry operator, DFDS, is putting out a call to professional and amateur artists to create a poster that will be used in their 150th anniversary celebrations this year.

Savings on worldwide adventures with Explore

Savings on worldwide adventures with Exp…

Wednesday, 19 October 2016 11:00

Explore has launched a new collection of worldwide adventures with a launch offer of up to 10% discount on all new trips booked by November 7.

New route to Seattle makes it one to watch for 2017

New route to Seattle makes it one to wat…

Wednesday, 19 October 2016 09:12

Seattle is expected to be one of the fastest growing US destinations for UK travellers next year with a Virgin Atlantic direct non-stop daily flight launching March 2017, new hotel...

Air Transat launches 2017 programme with increased connections across Canada

Air Transat launches 2017 programme with…

Tuesday, 18 October 2016 14:04

Air Transat has expanded its programme of flights from the UK to Canada with increased capacity and connections for travel in 2017.

Oceania Cruises reduces single supplement fares

Oceania Cruises reduces single supplemen…

Tuesday, 18 October 2016 14:02

Oceania Cruises has launched a reduced single supplement promotion for solo travellers, with guests offered single supplements fares from 25% on seven itineraries, booked before December 31.

This is the beginning of the end for the contact centre. For half a century now companies have used contact centres when they had more customer calls or IT helpdesk queries than they could handle, or when they wanted to outsource customer service or technical support to a specialist, leaving them free to focus on their core business.

It was a simple model and it worked, after a fashion, but there are now changes afoot that will soon consign the notion of contact centre service to the history of business, alongside the typing pool, the fax machine, and the final salary pension.

We at TELUS International Europe are among a handful of outsourced business process providers that are transforming this sector through the introduction of business process improvement (BPI). Where the traditional contact centre provided a simple service, we now offer a partnership that adds value.

The value is genuine. For a telecommunications company we increased the user satisfaction with a technical support programme by 20%. In the financial service sector we increased first call resolution rate by 23%. For a utility we increased sales conversion in webchat by 7%. These are significant outcomes for our clients who are enjoying cost reductions and revenue gains that in many cases run into the millions of euros. So, what is this BPI and how do we achieve it?

Business process improvement
Before we begin to work on any campaign our BPI function analyses existing client processes and identifies opportunities for improvement in the quality or quantity of output. It then creates training aids so that we can close any gaps in skill levels, implements any necessary technology enhancements, and then maps out the processes needed to achieve desired outcomes.

From that point onwards we operate a continual process of improvement that is possible because we have trained 1,500 of our managers in Six Sigma, the methodology adopted by Jack Welch at GE to identify and then eliminate weaknesses in any business process.

This significant investment in developing our key people through the Yellow, Green and Black belt levels of the Six Sigma programme enables us to deliver excellent, consistent, and predictable results to meet and exceed client expectations. It is generating remarkable returns not only for our clients but also for our company in the form of agent retention, client retention and acquisition, cost reduction and revenue generation.

Driving innovation
Quite simply, more and more companies are discovering that it is not enough to transfer your processes to a contact centre supplier. The contact centres of tomorrow will need a detailed understanding of their clients’ businesses and have the capability to drive innovation and transform those processes for the better. They will not only execute the existing work procedures, but they also bring added value, through the implementation of BPI.

It is good for us and good for our clients, but it is the death knell for the simple contact centre.

For more information visit

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