8 Quick Ideas From the Domestic & General Contact Centre Related Articles 14 Forward-Thinking Ideas From the Domestic & General Contact Centre Definition: Contact Centre Jargon and Terminologies 10 Things You Can Learn From the General Motors (GM) Contact Centre 100 Great Staff Incentives to Motivate Your Team 3,945 Filed under - Call Centre Life, Bright, Editor's Picks, Genesys, injixo, Poly, QStory, Site Visits, The Forum Here are a few ideas that we picked up from our visit to the re-opening of Domestic and General’s contact centre in Nottingham. 1. Redesign the Contact Centre in Bright Colours Contact centres don’t have to all be bland and corporate. Redesigning the contact centre to be bright and cheery can make a big difference. Rather than doing a straight corporate design, Domestic & General asked the contact centre team to be involved in the design. The results speak for themselves… The contact centre team were involved in designs like this Take a look inside Domestic & General’s contact centre Domestic & General Fact File Contact volume – per month Inbound contacts: 700,000 Outbound contacts: 350,000 Advisors 1600 FTE 700 seats in Nottingham 550 – 600 seats in Brighton 450 FTE Outsourced Technology ACD and Call Recordings Genesys Pure Connect Workforce Management Injixo Speech Analytics Genesys Advisor Desktop Genio/ Verint(Kana) Frontline IVR Virgin (cloud based) Headsets Plantronics (Binaural Noise Cancelling) Email Verint (Kana) Customer Surveys BrightIndex Holiday Processing QStory 2. Introduce Long-Service Awards A simple technique for saying that we value our people is to give out long-service awards. These are particularly good for any multiple of five years. When we visited, eight people had been given awards for 15 years’ and one for 20 years’ service. Here are the certificates that came with the award The certificates were given out by the Lord Mayor of Nottingham! 3. Move Break Rooms Away From the Contact Centre Floor All too often the breakout rooms are right next to the contact centre. This can mean that certain members of the team are dragged back onto the contact centre floor, when they should be enjoying their hard-earned break. So, Domestic & General have their breakout rooms on a different floor, to minimise disturbance. These spaces were designed to provide a nice living-room environment with pool table, table football and a widescreen TV. Take a look inside the contact centre’s breakout room The contact centre team can play pool and table football during their breaks This happy dog helps lift spirits 4. Dogs in the Contact Centre It’s always nice to see dogs in a contact centre. Domestic & General only allow assistance dogs at the moment, but as this happy dog has helped to lift spirits in the team, let’s hope they extend the policy to include other well-behaved dogs. For more on this subject, read this article: The Latest Trend: Dogs in the Contact Centre 5. Hold an Opening Ceremony Rather than just revamping the contact centre, Domestic & General held an opening ceremony at their Nottingham contact centre. Ian Mason, the company’s CEO, visited, and Michael Edwards, the Lord Mayor of Nottingham, cut the ribbon to open the building. The Lord Mayor and Domestic & General’s CEO hold an opening ceremony 6. Publicise the Employee Engagement Survey If you want people to fill in the employee survey, then it’s a good idea to publicise it. In this case, Domestic & General positioned banners and posters in prominent places around the contact centre. By doing so, the company really are aiming to show the team that they value their feedback. This huge poster helps to advertise the employee survey 7. Lots of Coat and Locker Space I don’t think that I have seen so much locker space in one building. It was across all of the back walls. Everyone has their own space where they can store personal items. Domestic & General like to offer their advisors plenty of storage space 8. Use Speech Analytics to Find Out Why Calls Are Transferred Around 8% of Domestic & General’s call volume are transfers, which does not sound like a lot. But when it adds up to around 700,000 transfers per year, then it is worth looking into the reasons these calls are getting transferred. To find out these reasons, the company are using speech analytics to discover what is happening on calls, for both repeat calls and call transfers. Speech analytics can identify why calls are transferred Many thanks to Jo Hale for the invitation. It was also nice to catch up with Steve Woosey (formerly of The Forum) and with David Davies. Here Are a Few More Photos of the Contact Centre But what about you? Do you fancy showing off your contact centre? If so, you can contact: newsdesk@callcentrehelper.com and maybe we will see you soon! Author: Robyn Coppell Published On: 8th Jan 2018 - Last modified: 4th May 2018 Read more about - Call Centre Life, Bright, Editor's Picks, Genesys, injixo, Poly, QStory, Site Visits, The Forum Recommended Articles 14 Forward-Thinking Ideas From the Domestic & General Contact Centre Contact Centre Jargon and Terminologies 10 Things You Can Learn From the General Motors (GM) Contact Centre 100 Great Staff Incentives to Motivate Your Team Related Reports 2024 Contact Centre Buyer’s Guide eBook: Five Trendsetters in CX Innovation Report: Customer Experience Horizons Checklist: Supercharge Customer Experience Teams with AI Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. 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