As the operator of the UK National Lottery, Camelot UK Lotteries Limited aims to transform people’s lives and make dreams come true. Camelot strives to deliver a high level of customer service, but, until recently, its customer service measures didn’t reflect the vibrant brand or the needs of the consumers of today. With Bright’s help, Camelot has made a number of improvements in this area.
Camelot had to provide evidence of industry performance to the National Lottery Commission (NLC) to facilitate a change in what was measured, so that it could undertake a significant transformation programme that would result in a more efficient and cost effective operation that also delivered a superior customer experience.
Camelot needed to benchmark their performance against its peers and the wider contact centre industry. Sabio Index was the only service available that would present the level of detail needed, combined with the consultation to interpret the results.
- The Bright Index outcomes gave Camelot the evidence it needed to persuade the NLC to change how it measured its performance
- Camelot initiated the operational change programme which has already reduced costs by 40% and enabled a 17% increase in call volumes year-on-year to be absorbed easily
- Additionally, customer satisfaction scores have improved by 10%
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