Case Studies

Financial Services
Call Centre Closure – Career Centre

Customer Need

• Closure of London call centre, affecting approximately 100 employees.
• Employees were given three months working notice:
  • Trained their counter-parts in another city, who would be taking over their roles.
  • Required to continue business as usual and serve customers with same high standards.

Verity Solution

• Set up on-site career centre for the 3-month working notice period.
• Met with each employee, both in a group and individually, on announcement day.
• Conducted career search seminars on-site.
• Met with employees individually at on-site career centre, throughout the 3-month working notice period.

Outcome

• Maintained high customer satisfaction:
  • Average wait time for calls to be answered did not change.
  • Number of dropped calls did not increase.
  • 100% retention.
• 100% of employees had found re-employment or were actively engaged in their career search when the call centre closed.
• High satisfaction ratings from employees & organization.
• References available.