Call Centre Revolution, providing fast clear call centre advice

Andrew Horner

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 meaningful reports.

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 Information.