Call Centre & Customer Service Consultants
Tuesday 28 September

MC Asociates consultants have experience of working with UK and international clients in a wide variety of Call Centre, IT and business process improvement projects.

DBS Bank Singapore

Provided design and implementation support for a new Singapore based call centre.
The centre primarily handles credit card transactions and markets financial services to AB profile clients.
Extensive use was made of Interactive Voice Response (IVR) systems to enable the delivery of a wide selection of services to a growing and demanding customer base.
One of DBS’s challenges was to ensure that their most “profitable” customers were always serviced in a timely and efficient manner.
This was achieved by the introduction of “Gold” customers that were identified via the IVR system and prioritised through the voice and IT systems.

Rail Europe

Carried out a service review within the Rail Europe Waterloo call centre.
The aim was to identify areas for process improvement and to define areas for technology support.
The review identified a 10% process improvement opportunity and a further 17.5% technology improvement potential benefit.
MC Associates also assisted Rail Europe with resource planning and the development of an IT functional specification for a new CRM based booking system.
The intranet based system is being utilised across the Rail Europe and Eurostar operations focusing specifically on the potential sales of additional value added services such as hotels, car hire and insurance.

Calor Gas UK Ltd

Call centre consultant responsible for providing business strategy, systems and technology, environmental design, recruitment and training advice for this state of the art 180 seat centre based in Leamington Spa.
The Customer Support Centre includes back office administration and tele-marketing functions.
Calor Gas faced the challenge of relocating their existing head office from Slough to Leamington Spa whilst introducing a cultural change to the way they communicated with their customer base.
The operation was developed around IBM AS/400, IBM Callpath CTI and a Meridian telephone system.
A new intranet product database was designed and shared with their dealers.
The intranet was also available at every agent desk to aid efficient handling of customer enquiries.

IBM UK limited

Developed, implemented and managed IBM's UK 24hour x 365 day Customer Service and Tele-marketing centre.
The centre was recognised as the best IT call centre in the UK handling 30,000+ calls per week and delivering £38 million revenue through its telemarketing operation..
The National Call Centre was key to IBM's "Single point of contact" Customer Service strategy.
The centre developed a highly successful outsourcing service providing call handling services to HM Government and many UK based financial institutions.

British Telecom

Carried out a review across 12 BT 192 centres with the objective of identifying management and organisational improvements.
The review enabled BT to make key changes in operational management and leadership style, which lowered attrition rates by 50%.

Autobar Distribution

Call centre design consultant responsible for providing business development, design and build support for this major UK distributor.
The 100-seat call centre, based in Rugby, utilises IBM call path CTI and SDX ACD technology.
Increased productivity along with the pro-active use of outbound calling has led to order handling capacity rising by £6m / annum from the same headcount.

London Transport

Managed and delivered a performance review with full recommendations to the LT Board.
The review led to changes in business process, staff scheduling and management responsibilities.
LT faced the challenge of a potential relocation out of London.
A business case was developed that identified the importance and need for local, London travel knowledge with the subsequent decision to maintain the operation in central London.
A new Rockwell telephone switch was installed to handle the increasing call traffic volume.


Requested to perform a technical evaluation of current set-up and business performance.
The findings were implemented within 24 hours following executive management review.
The result led to the full use of all 90-telephone lines and a significant increase in ticket revenue.
The switch installation and programming did not reflect the customer calling profile.
Abandoned call rates were high and lines were blocked.
The solution was to rewrite/reprioritise voice response scripts and to redistribute agent resource.


Call centre design and consultancy support for a new European technical help centre based in Milton Keynes and a US intranet based Call Centre in Chicago.
The centres deliver global 24-hour response to their installed base of ACDs.
Both centres now share a common customer database via an intranet system that provides instant update of current “fixes” to their distributors and engineers around the world.

MC Associates consultants have also supported major projects with:

ARRIVA Transport – Design and implementation of a new Leeds call centre
Aberdeen Asset Management - Contact centre performance review
Iveco Finance - Employee/Customer satisfaction survey
Butlins - Outsource of booking services

Mencap – Inbound Call handling
Foresters Friendly Society – Inbound media response call handling
The Money Store – Financial based (Mortgages) call centre in Docklands
IRPC – HR support operation in Leicester
Thames Water – Customer services Call Centre Swindon
Blake’s Boating Holidays – Travel and holiday Reservation Centre Wroxham
Control Risks Group – Design and build of a 24-Hour Global Help-Desk for an international security company
Nuffield Hospitals Group – Design and development of an intranet based call centre
Bailey Telecom – Design and build of a Technical Support centre in Leeds
SDX Business Systems (now Lucent) - Technical Support Centre in Welwyn Garden City
Ridgeons – Builders supplies tele-sales operation based in Cambridge
Scottish Courage – new contact centre in Livingstone

West Sussex County Council - new 80 seat contact centre


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