Strategic Healthcare Service Transformation
Industry: Healthcare & Pharmaceutical Services Services Outsourced: Prescription Delivery Bookings & Nurse Visit Appointments In the highly regulated healthcare environment, operational efficiency and patient experience are no longer optional, they are competitive differentiators. A national healthcare provider partnered with BDM CX to manage its prescription delivery bookings and nurse visit appointment scheduling. Starting in January […]
Driving Automotive Customer Loyalty
Enhancing Customer Satisfaction Results Overview Our client, a National Automotive Group ranked within the AM100 and generating over £3 billion in annual turnover, operates across a large UK retail network representing multiple leading vehicle manufacturers. With strong market share and ambitious growth targets, the group recognised that sustained success would depend not only on operational […]
Sustaining Automotive Aftersales Growth
Driving Sustained Aftersales Growth in the Automotive Sector with BDMCX The Initial Challenge: Missed Revenue & Reactive Processes For over eight years, BDMCX has partnered with a long-established multi-franchise automotive group operating three sites across the South East of England. Representing leading manufacturers including Kia, Citroën and Vauxhall, the group required a structured, measurable approach […]
Beyond Average Handle Time (AHT): Rethinking Contact Centre Success
Historically, most contact centres have measured their performance by using conventional efficiency metrics – especially average handle time (AHT). This is the average amount of time an agent spends on any given customer interaction; whether it’s talk time, hold time, or any form of after-call work. Whilst this approach can have its uses, it can […]
Celebrating National Apprenticeship Week 7 to 13 February 2022
The 15th annual National Apprenticeship Week celebrates the value of apprenticeships to individuals, businesses and local communities. Taking part in the apprenticeship programme enables BDM CX to build the team we need to meet our objectives, and create trained employees who can go on to help build our company.
