Member of Learning & Performance Institute

Call us on: 01258 860249 

Email us at: info@hambledoninterims.com 

Our services


  • Customer Engagement

    We will analyse what you’re doing now (‘What is’) against what your customers actually expect of you (‘Expected’) and make tactical or strategic recommendations. Our recommendations are usually 2-fold involving both your processes and your people and will usually include some form of tailored customer handler training.

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  • Interim Management

    Sometimes it is important to take stock and review the key components of your operation. We can provide that independent view of things that your team cannot always see or articulate in a way that can drive real value to the organisation.

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  • Sales Assessment

    If you are unsure as to whether your customer service or sales teams are meeting your best practice standards Hambledon Interims will formulate a Customer Contact Assessment Tool based on your requirements. Once produced we can also provide a team of highly qualified, experienced and professional assessors.

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Testimonials

We have worked successfully with a number of organisations. Here is what some of the people we have worked with, including key decision makers, have had to say.

 

Working with Hambledon Interims was a value added experience. Tony Rodgers took the time to fully understand our challenges and organisational culture, forged strong relationships with all levels of the business, delivered on time and on budget.

Testimonial

His knowledge based on real life experiences made a huge contribution in ensuring we maximise business benefits from the configuration of our new contact centre technology. He also played an important role in building our customer experience and customer service representatives performance measures. This has led to us building a solid platform for the future development of the customer services element of our charity.

John Alexander | Executive Director Customer Services | Charities Aid Foundation

 

On both projects Tony brought key call centre operational skills which were unique. His knowledge based on real experiences made a huge difference in the way in which these call centres ran and ultimately become some of the best operational contact centres in the UK.

Testimonial

His success was measured in a number of ways. Attrition and churn rate, reduction in ongoing training requirements, less complaints and an increase agent productivity.

From my personal experience Tony’s contribution made a significant difference as the vast majority of the project team were analysing the technical aspects and considered them as key successes whereas in reality the operational aspects were as, if not more, important than the technical capabilities. Technology is only an enabler within a call centre it’s the way in which they are operated which makes them a success or not.

David Mack | Chairman | Maximum Network Solutions

 

Tony Rodgers worked with Nationwide Building Society to migrate an existing team of 30 IFAs into the restricted advice role within Nationwide Building Society on a 3 month contract basis from October 2010.

Testimonial

As Tony displayed the right knowledge, attitude and behaviours, this contract was extended to a total of 14 months in order to recruit and establish a brand new FS training team.

Tony has been an integral part of the formation of this new FS training team providing coaching and mentorship to 6 new FS trainers.

As a role model, Tony has the ability to communicate with senior managers and reinforce messages to peers in order to make things happen. Tony has demonstrated commerciality by allowing the training function to be seen as a value creator instead of the traditional cost centre.

Tony’s delegate feedback has been consistently excellent. There is a clear connection between Tony and his delegates. The assessment pass rates and quality of regulated seller coming off Tony’s courses are extremely high.

It has been a pleasure working with Tony and I am confident our paths will cross again.

Colin Crowther | Senior Training Manager – Retail Networks

 

Tony has a fantastic understanding of how customers expect to be dealt with and what their experience is and should be. He also has the technological know-how to create solutions for any company looking to improve their customer service.

Testimonial

Martin O'Connell | National Sales Manager

 

Tony has a wealth of experience and knowledge of the Financial Services market. His enthusiasm and dedication to the Friends Experience programme was key to ensuring the embedding of the brand values throughout the company. It was a very good experience working with him on such a high profile project.

Testimonial

Ruth Weal | Internal Communications Manager