TNS - Contact Centre Operational Review

Transaction Network Services (TNS) is a global communications company that enables payments, money or voices to move around the world.  It operates a secure data communications network that is used by leading retailers, banks/processors, telecommunications companies and the financial markets around the world to transact.

The Accord Partnership carried out a full operational and technical review of TNS's customer service operation to determine the areas where improvements could be made to the processes used to manage e-POS terminal estate management and transaction routing as well as the current staffing regimes.

Over a period of four weeks, The Accord Partnership carried out a detailed information gathering process including sampling the quality of different contacts and transactions.  This led to a number of recommendations being presented that would deliver the required service improvements including a number of 'quick wins' across both operational and technical areas.

These included automating the production of management information and the identification and implementation of key performance indicators that would enable a more detailed analysis to be carried out.  The Accord Partnership also made recommendations to upgrade some internal systems to better meet future capacity needs and to optimise call handling processes including the development of self service channels using IVR and the website.  It also identified productivity improvements that would deliver significant efficiencies over a medium to long term period.