Update
CSC
An update from Alan Kane …
he CSC (Customer Service Centre) has CSC; this includes a Voice and Data Service Desk for one of
T
undergone a dramatic change in the last six the major banks which has experienced an increase in scope
months as a consequence of the transition of most and headcount as a consequence of the IPT transformation on
of the accounts historically based in Manchester the customer side; and also a new Public Sector acco unt, the
moving to Greenock. Insolvency Services, was set up last February as a result of an
ITS deal, with the Helpdesk solutioned into ITD. Despite b eing a
The project to move to Greenock was launched at new team, the Insolvency Services helpdesk has already
the end of 2007 and it is now close to an end. All of the impressed and has been recog nised for its commitment and
accounts transferred from Manchester have undergone a three dedication… we are all proud of them!!!
phase programme consis ting of an initial training stage (an
average of 4 weeks in Manchester), a dual run (calls handled
Mike Gardner, Project Manager ITS Project Services said "Since
by Manchester and Greenock) and finally a stand alone stage
the pilot at Stockton in March only shortly after they joined IBM,
(where Manchester teams were handling overflow volumes only,
they have dealt with no fewer than 18 major incidents. On each
acting as a reference for less experienced analysts in
and every occasion that these have occurred it has required
Greenock).
the complete and absolute devotion of every one of the team in
The number of accounts that are now supported by CSC
dealing with very frustrated and confused customers to keep
has increased from three to more than forty. Once the
them informed, often when they have had very
transition is complete, maintaining service levels and
little information to work with themselves.
building stronger relationships with the account Fortunately for us - they are a very
teams will be among our main challenges ahead.
close-knit team who have pulled
together to support each other
The total CSC headcount has doubled in the past few months
during these difficult times".
and the sole leadership team has increased accordingly. The
new leadership team includes Robb ie Williams as LTSB and BP
Service Delivery Manager, and Alan Kane as Greenock CSC
Service Delivery Manager.
The intense collaboration with Manpower has been key to the
project, not only for the immense "recruitment effort" over the
last 6 months but also for various training and development
initiatives aiming to consolidate the new leadership skill range
and expertise.
Alongside the project, new business has been brought into the
“
The number of
accounts that are
“
now supported by
CSC has increased
from three to more
than forty.
5
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