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 […]
Moving Beyond Average Handle Time (AHT): What Metrics Really Matter in Contact Centres
Introduction Average Handle Time has long been a standard contact centre metric, but focusing on AHT alone can undermine customer experience. The Limitations of AHT Reducing AHT often encourages rushed interactions, repeat contacts, and unresolved issues. Metrics That Matter More First Contact Resolution (FCR) Resolving issues the first time improves satisfaction and reduces overall contact […]
Why Outsourcing Customer Support Is a Strategic Response to Rising Minimum Wage Costs
Introduction Rising minimum wage requirements are placing increasing pressure on UK businesses. Maintaining in-house customer support teams is becoming more expensive, forcing organisations to seek sustainable alternatives. The Cost Challenge Higher wages, benefits, and compliance costs significantly increase the total cost of employing in-house teams. Outsourcing as a Strategic Solution Cost Predictability Outsourced models […]
Enhancing Customer Satisfaction Results
Enhancing Customer Satisfaction Results Download Case Study Background We were requested by our international retailer client to provide help developing the customer satisfaction scores for their JLR (Jaguar Land Rover) businesses. The business was achieving Customer satisfaction results (CSI) lower than they felt comfortable with and had identified this as a key area for business […]
