"The reason we entered the Top 50 Call Centres was to benchmark our selves against the best contact centres in the country and to understand what and how we need improve to achieve excellent customer service"
Nigel Harries, Senior Manager - Customer Operations, BlackHorse Finance The BlackHorse Customer Services Department is an inbound call centre based in Cardiff and employs more than one hundred people, answering in excess of one million calls a year. We are part of Wholesale Division within Lloyds Banking Group. Our team services a vast array of customer queries from settlement figures to changes of address to taking payments and everything in between! So that we provide the best service possible to our customers, we utilise a variety of tools to measure individual and department performance. The agents are targeted to be 70% available on the telephone, have a minimum score of 80% on the quality of their calls and a department target to exceed +20 in our Net Promoter Score, in our quarterly customer survey and a maximum of 5% of calls abandoned. In 2009 we took on the challenge of becoming one of the top 50 call centres in the UK and launched our “Journey of Excellence”. This initiative has opened the communications channel between our customers and the business. The emphasis is on our agents improving the customer experience through continuous improvement and an open and honest environment to work in. We have also recently undergone a transformation in the way our department is structured, piloting a Zone Management structure. There are three zones each headed by one “Front Line Manager” and three “Flow Managers”. This allows increased contact with our staff through side by side coaching and development. Feedback from our staff suggests they find this new structure preferable. 
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BLACKHORSE FINANCE
