Andrew Horner, a director of Call Centre Revolution
Ltd. has had over 14 years experience of Resource Management in blue-chip
companies, working in the financial industry for 12 years, 10 of them
in Call Centres. He has been involved in solving resourcing issues and
devising shift patterns for existing and start-up operations. Andrew also
has great experience of using data and management information to produce
Key achievements.As the Resource Planning Manager
for Abbey National's telephone banking operation he co-ordinated
the activities of over 20 geographically separate locations acting as
one virtual Call Centre.
Working as the Resource Planning
manager for Intelligent Finance Andrew completely reviewed their
Call Centre shifts and introduced an innovative solution to suit staff
needs and recruitment demands creating a more positive working environment
and leading to increased morale and a more effective use of staff.
Andrews track record includes
the design and implementation of a data collection and reporting system
for 65 sites administering banking and mortgage accounts and the design
and introduction of an intra-day call forecasting system into a major
Contact Centre operation.
As a consultant Andrew has
worked in many companies in the UK including Local Government, Financial
Services, Insurance, Retail and Telecomms (mobile).
Andrew still works full-time within the Call Centre
industry focusing on Resource Planning and the use of Data and Management