What We Do
Britannic Assurance
Project Summary:
A major business change programme converting a traditionally paper-based function, involving over 400 staff, to embrace new call centre workflow and imaging technology across core activities. The new call centre operation was divided into three tiers that would encompass front-line call handling through to providing complex technical assistance.
With its reputation for personal contact, straight talking and sound advice, Triangle Partnership was retained as a business consultant to undertake projects relating to segments of the migration to the centralised customer service centre.
As a partner organisation, we were responsible for providing consultancy to augmenting the change process in the revised structure. This included personnel impact analysis and related support including establishing a technology related human capital resource function for the IT department to ensure that personnel recruitment, retention and development needs were met.
