The new National Windscreens head office in Tamworth has facilitated doubling the call centre capacity over the past few months. The call centre now handles over 80,000 calls per month and has the planned capacity available to double this again. This increased capacity has been accompanied by the introduction of smart ways of working, designed to deliver efficiencies and improve customer service.

90% of all calls are answered within 10 seconds with a telephone management system that presents the live call to an available agent. A bleep in the ear announces the call, creating a quiet and efficient environment and waiting time to answer a call is reduced. Each agent is monitored across a range of performance criteria and all agents are required to achieve NVQ Level 2 with supervisors & team leaders working to NVQ level 3. The results speak for themselves with improvements being made in all key service performance indicators.