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Interview with Customer Care Director for Rentokil Initial, Alex Mead

Written by   on  Thursday, 09 August 2012

Review of the success of the City Link project in 2011 and how that best practice can now be taken across the rest of the group

Topics include:

  • How City Link took customer service from 'shocking' to excellent
  • A 6-month deadline to achieve in line with group CEO target
  • Moved from 90%+ abandonment rate at peak to achieving a consistent 90% SLA
  • Measuring quality internally and externally through customer feedback allows instant feedback to management
  • Bringing average speed of answer down from over 8 minutes to less than 1 minute
  • Reducing average handling time by 25% through intelligent call routing and quality incentives
  • 25% calls are now completed through Voice Self Service


Chris Dumpleton

15 years sales and commercial experience, 10 of which in technology and telecoms. Chris is responsible for identifying new business wins for Sabio in conjunction with account managing a number of Sabio’s key customers.

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