Adrian MorleyCo-op

@coopukfood

Relevance

How to position the contact centre as a strategic asset

Adrian Morley – Change Consultant at The Co-op

3,700

70,000

£10bn

1

100

£4m

Locations

Spend

Colleagues

1. Build a Reputation

ListeningEngaging

2. Align to Strategy

3. Deliver on Strategy

3. Deliver on Strategy

3. Deliver on Strategy

3. Deliver on Strategy

Central Support

Customer

Contact

Colleague

Support

Finance

Administration

Pro

cesses

Business Units

Custo

me

r

Conta

ct

Co

llea

gu

e

Supp

ort

Fin

ance

Adm

in

In bringing together sub-scale

contact centres and

implementing best practices…

…we’re demonstrating that

the CSC can deliver better

outcomes for Co-op

4. Consolidate

5. Increase Scope

Our Journey to Relevance

Federated

Model

Business

Service Model

2015 20182016 2017

Broken InnovativeFixed Integrated