Review of Contact Centre Operations

Maven undertook a review of a 24x7 contact centre providing health information and advice to parents and whanau. 

The review considered how the business would become the central hub for an integrated channel response, over a two-year change process.  The 40 categorised and prioritised recommendations became the blueprint for a business case to pilot service delivery enhancements. 

Following the success of the trial, the new multi-channel operating model was accepted and incorporated into the business.