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Site Visit A1: ESB
The ESB site in Cork has been open for seven years and has approximately 250 employees. As the Contact Centre for Ireland’s largest electricity utility it provides an inbound customer service facility handling approximately 4 million calls per year. The Contact Centre manages the customer sales for two business critical aspects of ESB, the ESB networks and ESB supply. During this tour you will discover how ESB work and how they have achieved a high level of service through developing a supportive, performance enabling culture.
Site Visit A2: AOL
AOL won “Contact Centre of the Year” for productivity and training aswell as local community relations. As part of this exclusive site visit day don’t miss the opportunity to take a ‘behind the scenes’ tour of this award winning site and see how their operations are paving the way in Customer Service
Structure of your visit:
09.00: Arrive at ESB site & Site Introduction
09.45: Tour of ESB site Discover how ESB facilitate a high level of engagement from their front line staff by developing their team leaders to empower their teams. Tour their contact centre and gain an understanding of the workings of their site.
12.00: Depart ESB site
14.00: Arrive AOL Site
14.15: Welcome presentation & Address
14.45: Tour of AOL Site
16.30: Depart AOL Site |
O2’s Contact Centre has been in this building since March 1999 and hosts 450 seats, 400 of these are dedicated to customer care and the remainder are 1st line technical support team. The site operates various customer care functions including Mobile Broadband, outbound proactive sales and marketing customer service and inbound calls. During this visit you will be taken on an exclusive tour of the different departments, gain an understanding of the different technologies that O2 use and discover how they manage the different aspects of their customer care. Don’t miss the opportunity to discover how the O2 Contact Centre works, what challenges they have faced and overcome and what new processes, technologies and procedures they are developing to continue to enhance their customer care offering.
Structure of your visit:
09.30: Arrive at O2 site
09.45: Welcome presentation and introduction to site
10.30: Exclusive tour of O2 Site
This is your chance to see behind the scenes
12.30: Networking Lunch
13.30: Depart O2 site |