UK leaders of productivity, efficiency, cost reduction and resource management.
PSL have assisted many organisations to realise and achieve sustainable and flexible office environments, whilst uplifting customer interaction & service; PSL have an excellent
record of delivering Process Improvement in this field.
Using RAS, DILO and DOTS methodologies, together with Critical Path Analysis and electronic data capture, PSL not only helped retain a Call Centre, but ensured the long- term future by enabling greater capacity, faster call handling times, uplifted customer feedback scores and – ultimately – the integration of a partner brand into these offices.
Multiple projects; delivering better customer service, more efficient back of house functionality, rationalisation and standardisation of processes, increased management visibility of the workforce and management utilisation, delivering significant double digit improvements.
Complete Call Centre evaluation, including EU- wide Transport Management Team, Customer Support and Finance Offices; benchmarking – internally and externally – helping the teams to become more integrated, whilst understanding action impacts. PSL delivered Standard Operating Procedures, Standard Times, Resource Allocation Data, improved layouts and fully costed short, medium and long- term Improvements.