PricewaterhouseCoopers

PWC-Logo

Background

PwC had onsite teams delivering switchboard and room bookings. Partly PwC staff and partly outsourced staff from their front of house team.

The Challenge

The planned closing of one of the offices: with the high cost of space in London a strategy to maximise the footprint being utilized for high value work and activities that are essential to be located in those London properties, with client experience at the forefront.

Our Solution

Fully outsourced and offsite dedicated switchboard and room bookings team.

Re-engineered Process

  • Removal of all manual processes
  • Design of new work-flows
  • All Business critical processes reviewed & documented

Bespoke Systems

  • Integrated to client systems
  • Tailored feature development
  • Intelligent system handles processes and ensures data is always up-to-date

Knowledge Asset

  • Central Switchboard System with data integration
  • Platform to store and maintain up-to-date FAQs
  • Data in consistent format

Tailored Training

  • Comprehensive bespoke training academy
  • Consistent, best practice training delivery
  • Creating a centre of excellence

Identifying Inefficiencies

  • Review of MI to improve processes
  • Processes tailored to achieve first call resolution
  • Trend analysis to continue to drive efficiencies

Service Culture

  • Platinum award winning service team with industry leading SLAs
  • Focus on customer experience
  • Ongoing quality reviews, including mystery shopping
The Result
PwC were able to outsource all of their switchboard and room booking reservation desk services offsite to ComXo, delivering a consistent experience for clients and employees. Working closely with the onsite front of house team and floor hosts, clients get the same professional experience whether they walk in the front door or call through switchboard, whichever UK office they visiting.
Consistent Brand Experience
Increased staff efficiency
Reduced Cold Calls

Improved space utilisation

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London Space freed up

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PwC
Head of Client Services

This was a complex project, managed with a high degree of professionalism by the ComXo team, who demonstrated expertise throughout. Their detailed project planning and execution resulted in a seamless transition of our switchboard service to create the partnership model that we now have in place.

Find out more about the solutions used

Outsourced Switchboard

Room & Desk Booking