"Last year was the second time we participated in Top 50 Call Centres for Customer Service Programme. However this time we took part in the benchmarking survey which examined both our call and email handling capability. This really supported our continued drive to change the general poor perception that some people have about contact centres. Here in LDL we knew we were providing quality services to some of the most vulnerable people in the country. Our highly trained, dedicated advisors deal with extremely complex enquiries from some of the most vulnerable people in our society. They ensure that our customers truly are at the heart of everything we do. We take pride in the level of investment we have made in developing them and ensuring they have a quality environment in which to work.
This year we want to help continue to change the public’s perceptions. Taking part in the Top 50 programme has provided us with the opportunity to examine both quality of service and customer experience. There is always room for improvement, even for the very best in the industry. The comprehensive benchmark results and constructive feedback helped us to identify areas for improvement so that we could introduce positive and effective change. The experience has also engaged all our advisors who are determined to improve their already excellent performance"
Louise Gray, Director of Public Access - Operations, Liverpool Direct Limited
Liverpool Direct Limited was established in 2001. A jointly owned Company of Liverpool City Council and BT. It is, today, the largest public – private partnership of its kind in the United Kingdom. It was ground breaking then and it still is today.
The business was established by Liverpool City Council to help blend the ‘very best’ of the public and private sectors. This would help transform what was then viewed as failing or poor services to the people of Liverpool to the very best in the public sector. Specialising in areas such as ICT, Web design, Human Resource and Payroll and public access to services in the form of Contact Centres and One Stop Shops. This unique partnership has not only delivered ‘service excellence’ but has helped to build the reputation of the City and of Liverpool City Council.
Liverpool Direct Limited was established with only 250 people yet achieved a turnover of around £24 million with a single customer. Today the business enjoys a turnover of over £82 million and now has 1345 people engaged on all our business activities and a customer base running over 350 organisations and companies
This success has been based on; significant and sustained capital investment, high quality people supported with high quality ICT and by the ethos of ‘placing the customer at the heart of the organisation’.
LIVERPOOL DIRECT
