Customer Service thread
RE: Customer Service thread
(13 Nov 2014, 7:09 pm)Dan Wrote: Why do Arriva have all of their Customer Services reps in Luton? It's something I've never really understood, as local employees could potentially answer questions so much more easily... 

Virtual models tend to equal lower overheads. For local customer service departments, you may need a team of 10 (for example) per region. There'll be spare capacity within those teams, as call and email volume will come in peaks and troughs. You could break the UK up into 7 regions, so that would need 7 departments of 10 - 70 staff. With a virtual model, you could probably get away with 1 department of 50 staff. A saving of 20 FTE. Just an example, but it's the most logical explanation.
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Messages In This Thread
Customer Service thread - by Adrian - 16 Apr 2014, 9:15 pm
RE: Customer Service thread - by tyresmoke - 16 Apr 2014, 9:39 pm
RE: Customer Service thread - by R852 PRG - 18 Apr 2014, 9:47 pm
RE: Customer Service thread - by Adrian - 18 Apr 2014, 10:06 pm
RE: Customer Service thread - by R852 PRG - 18 Apr 2014, 10:10 pm
RE: Customer Service thread - by Adrian - 18 Apr 2014, 10:14 pm
RE: Customer Service thread - by R852 PRG - 18 Apr 2014, 10:15 pm
RE: Customer Service thread - by Adrian - 18 Apr 2014, 10:22 pm
RE: Customer Service thread - by R852 PRG - 18 Apr 2014, 10:27 pm
RE: Customer Service thread - by Roland Pratt - 19 Apr 2014, 2:49 pm
RE: Customer Service thread - by R852 PRG - 19 Apr 2014, 6:29 pm
RE: Customer Service thread - by Davey Bowyer - 18 Apr 2014, 10:54 pm
RE: Customer Service thread - by Adrian - 01 May 2014, 7:05 pm
RE: Customer Service thread - by Dan - 01 May 2014, 7:13 pm
RE: Customer Service thread - by Adrian - 01 May 2014, 7:37 pm
RE: Customer Service thread - by Dan - 15 May 2014, 11:35 am
RE: Customer Service thread - by Andreos1 - 01 May 2014, 10:33 pm
Re: RE: Customer Service thread - by Adrian - 15 May 2014, 3:38 pm
RE: Customer Service thread - by robisdave15 - 15 May 2014, 7:13 pm
RE: Customer Service thread - by R852 PRG - 15 May 2014, 7:15 pm
RE: Customer Service thread - by R852 PRG - 15 May 2014, 7:32 pm
RE: Customer Service thread - by Adrian - 15 May 2014, 8:17 pm
RE: Customer Service thread - by R852 PRG - 23 May 2014, 11:51 am
RE: Customer Service thread - by northern156 - 10 Jun 2014, 12:01 pm
RE: Customer Service thread - by RM2186 - 10 Jun 2014, 2:32 pm
RE: Customer Service thread - by northern156 - 10 Jun 2014, 2:48 pm
RE: Customer Service thread - by RM2186 - 11 Jun 2014, 2:59 pm
RE: Customer Service thread - by northern156 - 10 Jun 2014, 3:05 pm
RE: Customer Service thread - by R852 PRG - 10 Jun 2014, 4:05 pm
RE: Customer Service thread - by Adrian - 10 Jun 2014, 4:24 pm
RE: Customer Service thread - by Jimmi - 10 Jun 2014, 5:31 pm
RE: Customer Service thread - by BJ10VUS - 10 Jun 2014, 10:27 pm
RE: Customer Service thread - by R852 PRG - 11 Jun 2014, 4:39 pm
RE: Customer Service thread - by Adrian - 11 Jun 2014, 7:12 pm
RE: Customer Service thread - by R852 PRG - 11 Jun 2014, 7:28 pm
RE: Customer Service thread - by BJ10VUS - 25 Jul 2014, 7:30 pm
RE: Customer Service thread - by Adrian - 13 Jul 2014, 10:13 pm
RE: Customer Service thread - by Michael - 13 Jul 2014, 10:19 pm
RE: Customer Service thread - by Adrian - 13 Jul 2014, 10:24 pm
RE: Customer Service thread - by Tom - 13 Jul 2014, 10:27 pm
RE: Customer Service thread - by Adrian - 13 Jul 2014, 10:29 pm
RE: Customer Service thread - by mb134 - 13 Jul 2014, 10:20 pm
RE: Customer Service thread - by Dan - 13 Jul 2014, 10:22 pm
RE: Customer Service thread - by idiot - 14 Jul 2014, 9:18 am
RE: Customer Service thread - by cbma06 - 14 Jul 2014, 10:01 am
RE: Customer Service thread - by MurdnunoC - 14 Jul 2014, 10:44 am
RE: Customer Service thread - by Dan - 14 Jul 2014, 10:47 am
RE: Customer Service thread - by MurdnunoC - 14 Jul 2014, 10:57 am
Re: RE: Customer Service thread - by Dan - 14 Jul 2014, 11:08 am
RE: Customer Service thread - by tyresmoke - 14 Jul 2014, 11:25 am
RE: Customer Service thread - by Dan - 14 Jul 2014, 11:57 am
RE: Customer Service thread - by Adrian - 25 Jul 2014, 3:23 pm
RE: Customer Service thread - by Roland Pratt - 25 Jul 2014, 3:37 pm
RE: Customer Service thread - by Adrian - 25 Jul 2014, 4:02 pm
RE: Customer Service thread - by Tom - 25 Jul 2014, 4:02 pm
RE: Customer Service thread - by R852 PRG - 25 Jul 2014, 4:19 pm
RE: Customer Service thread - by VolvoMarkII - 25 Jul 2014, 6:26 pm
RE: Customer Service thread - by R852 PRG - 25 Jul 2014, 7:45 pm
RE: Customer Service thread - by mb134 - 25 Jul 2014, 9:14 pm
RE: Customer Service thread - by Adrian - 25 Jul 2014, 10:49 pm
RE: Customer Service thread - by mb134 - 25 Jul 2014, 10:56 pm
RE: Customer Service thread - by Adrian - 25 Jul 2014, 10:48 pm
RE: Customer Service thread - by R852 PRG - 26 Jul 2014, 12:21 am
RE: Customer Service thread - by Tom - 26 Jul 2014, 8:23 am
RE: Customer Service thread - by mb134 - 26 Jul 2014, 8:44 am
RE: Customer Service thread - by tyresmoke - 26 Jul 2014, 8:53 am
RE: Customer Service thread - by Dan - 26 Jul 2014, 9:02 am
RE: Customer Service thread - by L469 YVK - 01 Aug 2014, 5:33 pm
RE: Customer Service thread - by Adrian - 01 Aug 2014, 5:40 pm
RE: Customer Service thread - by palatine3833 - 26 Jul 2014, 9:35 am
RE: Customer Service thread - by Dan - 26 Jul 2014, 9:39 am
RE: Customer Service thread - by palatine3833 - 26 Jul 2014, 9:33 am
RE: Customer Service thread - by Adrian - 26 Jul 2014, 10:13 am
RE: Customer Service thread - by Dan - 01 Aug 2014, 12:33 pm
RE: Customer Service thread - by MurdnunoC - 01 Aug 2014, 1:24 pm
RE: Customer Service thread - by Dan - 01 Aug 2014, 1:26 pm
RE: Customer Service thread - by MurdnunoC - 01 Aug 2014, 3:39 pm
RE: Customer Service thread - by Dan - 01 Aug 2014, 3:50 pm
RE: Customer Service thread - by S813 FVK - 01 Aug 2014, 4:23 pm
RE: Customer Service thread - by Andreos1 - 01 Aug 2014, 5:44 pm
RE: Customer Service thread - by Adrian - 01 Aug 2014, 5:52 pm
RE: Customer Service thread - by Andreos1 - 02 Aug 2014, 10:14 am
RE: Customer Service thread - by Drifter60 - 01 Aug 2014, 3:08 pm
RE: Customer Service thread - by Adrian - 01 Aug 2014, 2:42 pm
RE: Customer Service thread - by R852 PRG - 01 Aug 2014, 3:05 pm
Re: RE: Customer Service thread - by Dan - 01 Aug 2014, 3:09 pm
Re: RE: Customer Service thread - by Dan - 01 Aug 2014, 4:26 pm
RE: Customer Service thread - by S813 FVK - 01 Aug 2014, 4:32 pm
Re: RE: Customer Service thread - by Dan - 01 Aug 2014, 4:47 pm
RE: Customer Service thread - by Adrian - 01 Aug 2014, 5:29 pm
RE: Customer Service thread - by citaro5284 - 01 Aug 2014, 6:41 pm
RE: Customer Service thread - by Tom - 02 Aug 2014, 6:21 pm
Customer Service thread - by R852 PRG - 02 Aug 2014, 7:03 pm
RE: Customer Service thread - by Tom - 02 Aug 2014, 7:05 pm
RE: Customer Service thread - by BJ10VUS - 02 Aug 2014, 9:03 pm
RE: Customer Service thread - by Dan - 02 Aug 2014, 9:05 pm
RE: Customer Service thread - by Jimmi - 02 Aug 2014, 9:10 pm
RE: Customer Service thread - by tyresmoke - 02 Aug 2014, 9:14 pm
RE: Customer Service thread - by Roland Pratt - 03 Aug 2014, 9:36 am
RE: Customer Service thread - by Tom - 07 Sep 2014, 9:15 pm
RE: Customer Service thread - by L469 YVK - 07 Sep 2014, 10:11 pm
RE: Customer Service thread - by Adrian - 07 Sep 2014, 10:18 pm
RE: Customer Service thread - by S813 FVK - 07 Sep 2014, 10:22 pm
RE: Customer Service thread - by Andreos1 - 09 Sep 2014, 11:26 am
Re: RE: Customer Service thread - by Dan - 09 Sep 2014, 11:39 am
RE: Customer Service thread - by gtom - 09 Sep 2014, 8:54 pm
Re: RE: Customer Service thread - by Adrian - 09 Sep 2014, 9:08 pm
RE: Customer Service thread - by gtom - 09 Sep 2014, 11:40 pm
RE: Customer Service thread - by Adrian - 23 Sep 2014, 6:21 pm
RE: Customer Service thread - by Dan - 07 Oct 2014, 5:08 pm
RE: Customer Service thread - by Michael - 07 Oct 2014, 7:27 pm
RE: Customer Service thread - by Adrian - 07 Oct 2014, 8:22 pm
RE: Customer Service thread - by Dan - 07 Oct 2014, 8:25 pm
RE: Customer Service thread - by Adrian - 07 Oct 2014, 8:30 pm
Customer Service thread - by R852 PRG - 07 Oct 2014, 7:13 pm
RE: Customer Service thread - by Dan - 07 Oct 2014, 7:22 pm
RE: Customer Service thread - by Andreos1 - 13 Oct 2014, 6:16 pm
RE: Customer Service thread - by Andreos1 - 07 Nov 2014, 11:34 pm
RE: Customer Service thread - by Dan - 09 Nov 2014, 7:00 pm
RE: Customer Service thread - by Adrian - 09 Nov 2014, 8:47 pm
RE: Customer Service thread - by Andreos1 - 12 Nov 2014, 7:45 pm
RE: Customer Service thread - by Adrian - 12 Nov 2014, 9:17 pm
RE: Customer Service thread - by Dan - 12 Nov 2014, 9:47 pm
RE: Customer Service thread - by Adrian - 12 Nov 2014, 9:59 pm
RE: Customer Service thread - by Andreos1 - 12 Nov 2014, 10:13 pm
RE: Customer Service thread - by mb134 - 12 Nov 2014, 10:28 pm
RE: Customer Service thread - by Andreos1 - 12 Nov 2014, 10:38 pm
RE: Customer Service thread - by mb134 - 12 Nov 2014, 10:50 pm
RE: Customer Service thread - by Dan - 17 Nov 2014, 3:42 pm
RE: Customer Service thread - by Andreos1 - 12 Nov 2014, 11:17 pm
RE: Customer Service thread - by mb134 - 12 Nov 2014, 11:29 pm
RE: Customer Service thread - by Andreos1 - 12 Nov 2014, 11:41 pm
RE: Customer Service thread - by Adrian - 13 Nov 2014, 6:50 pm
RE: Customer Service thread - by Dan - 13 Nov 2014, 7:09 pm
RE: Customer Service thread - by Adrian - 13 Nov 2014, 7:14 pm
RE: Customer Service thread - by citaro5284 - 15 Nov 2014, 9:41 am
RE: Customer Service thread - by eezypeazy - 15 Nov 2014, 10:24 am
Re: RE: Customer Service thread - by Adrian - 15 Nov 2014, 10:29 am
RE: Customer Service thread - by Andreos1 - 29 Nov 2014, 6:32 pm
RE: Customer Service thread - by Dan - 01 Dec 2014, 6:35 pm
RE: Customer Service thread - by Adrian - 08 Dec 2014, 9:48 pm
RE: Customer Service thread - by Dan - 08 Dec 2014, 9:51 pm
RE: Customer Service thread - by mb134 - 08 Dec 2014, 10:15 pm
RE: Customer Service thread - by cbma06 - 12 Dec 2014, 7:59 pm
RE: Customer Service thread - by cbma06 - 12 Dec 2014, 8:08 pm
RE: Customer Service thread - by Jimmi - 12 Dec 2014, 9:50 pm
RE: Customer Service thread - by Tom - 12 Dec 2014, 9:51 pm
RE: Customer Service thread - by Adrian - 13 Dec 2014, 12:10 am
RE: Customer Service thread - by Jimmi - 12 Dec 2014, 10:09 pm
RE: Customer Service thread - by Andreos1 - 13 Dec 2014, 10:15 am
RE: Customer Service thread - by mb134 - 30 Dec 2014, 4:51 pm
RE: Customer Service thread - by Dan - 30 Dec 2014, 4:57 pm
RE: Customer Service thread - by mb134 - 30 Dec 2014, 5:05 pm
RE: Customer Service thread - by Adrian - 30 Dec 2014, 5:28 pm
RE: Customer Service thread - by mb134 - 30 Dec 2014, 5:39 pm
RE: Customer Service thread - by tyresmoke - 30 Dec 2014, 10:56 pm
RE: Customer Service thread - by mb134 - 30 Dec 2014, 11:07 pm
RE: Customer Service thread - by tyresmoke - 31 Dec 2014, 8:35 am
RE: Customer Service thread - by mb134 - 31 Dec 2014, 10:39 am
RE: Customer Service thread - by Adrian - 30 Dec 2014, 5:31 pm
RE: Customer Service thread - by Andreos1 - 30 Dec 2014, 10:19 pm
RE: Customer Service thread - by mb134 - 30 Dec 2014, 10:24 pm
RE: Customer Service thread - by Adrian - 30 Dec 2014, 11:02 pm
Customer Service thread - by R852 PRG - 22 Feb 2015, 4:33 pm
RE: Customer Service thread - by Dan - 22 Feb 2015, 4:35 pm
Customer Service thread - by R852 PRG - 22 Feb 2015, 4:37 pm
RE: Customer Service thread - by Dan - 22 Feb 2015, 4:39 pm
RE: Customer Service thread - by R852 PRG - 20 Mar 2015, 7:09 pm
RE: Customer Service thread - by Michael - 31 Mar 2015, 9:41 pm
RE: Customer Service thread - by Andreos1 - 26 May 2015, 1:38 pm
Customer Service thread - by Adrian - 28 May 2015, 10:48 pm
RE: Customer Service thread - by Malarkey - 28 May 2015, 10:54 pm
RE: Customer Service thread - by S813 FVK - 28 May 2015, 11:15 pm
RE: Customer Service thread - by Davie - 28 May 2015, 11:30 pm
RE: Customer Service thread - by Jimmi - 02 Jun 2015, 9:34 pm
RE: Customer Service thread - by Andreos1 - 02 Jun 2015, 9:37 pm
RE: Customer Service thread - by Dan - 03 Jun 2015, 10:25 am
Customer Service thread - by Jimmi - 16 Jun 2015, 12:08 pm
RE: Customer Service thread - by Adrian - 19 Jun 2015, 7:24 pm
RE: Customer Service thread - by Jimmi - 19 Jun 2015, 7:43 pm
Customer Service thread - by Adrian - 31 Jul 2015, 5:41 pm
RE: Customer Service thread - by S813 FVK - 11 Aug 2015, 7:51 pm
RE: Customer Service thread - by citaro5284 - 11 Aug 2015, 7:53 pm
RE: Customer Service thread - by S813 FVK - 11 Aug 2015, 7:54 pm
RE: Customer Service thread - by BusLoverMum - 11 Aug 2015, 7:59 pm
RE: Customer Service thread - by BusLoverMum - 11 Aug 2015, 7:57 pm
RE: Customer Service thread - by Adrian - 11 Aug 2015, 8:00 pm
RE: Customer Service thread - by BusLoverMum - 11 Aug 2015, 8:14 pm
RE: Customer Service thread - by Adrian - 11 Aug 2015, 8:17 pm
RE: Customer Service thread - by omnicity4659 - 13 Aug 2015, 2:09 pm
RE: Customer Service thread - by Adrian - 07 Sep 2015, 7:10 pm
RE: Customer Service thread - by Andreos1 - 07 Sep 2015, 8:55 pm
RE: Customer Service thread - by R852 PRG - 07 Sep 2015, 9:01 pm
RE: Customer Service thread - by northern156 - 07 Sep 2015, 10:04 pm
RE: Customer Service thread - by citaro5284 - 08 Sep 2015, 5:06 pm
RE: Customer Service thread - by omnicity4659 - 26 Nov 2015, 4:32 pm
RE: Customer Service thread - by BusLoverMum - 26 Nov 2015, 4:56 pm
RE: Customer Service thread - by omnicity4659 - 26 Nov 2015, 5:01 pm
RE: Customer Service thread - by BusLoverMum - 26 Nov 2015, 5:09 pm
RE: Customer Service thread - by omnicity4659 - 26 Nov 2015, 5:30 pm
RE: Customer Service thread - by Tom - 23 Dec 2016, 6:49 pm
RE: Customer Service thread - by Andreos1 - 23 Dec 2016, 8:27 pm
RE: Customer Service thread - by Tom - 23 Dec 2016, 9:34 pm
RE: Customer Service thread - by Andreos1 - 24 Dec 2016, 12:16 am
RE: Customer Service thread - by Ambassador - 23 Dec 2016, 11:23 pm
RE: Customer Service thread - by Adrian - 24 Dec 2016, 12:23 pm
RE: Customer Service thread - by Michael - 23 Dec 2016, 11:27 pm
RE: Customer Service thread - by Dan - 09 Apr 2017, 8:09 am
RE: Customer Service thread - by Andreos1 - 09 Apr 2017, 9:15 am
RE: Customer Service thread - by markydh - 09 Apr 2017, 1:19 pm
RE: Customer Service thread - by Adrian - 09 Apr 2017, 1:25 pm
RE: Customer Service thread - by James101 - 09 Apr 2017, 7:14 pm
RE: Customer Service thread - by Adrian - 09 Apr 2017, 8:52 pm
RE: Customer Service thread - by James101 - 09 Apr 2017, 8:56 pm
RE: Customer Service thread - by Adrian - 09 Apr 2017, 8:58 pm
RE: Customer Service thread - by Ambassador - 10 Apr 2017, 12:17 am
RE: Customer Service thread - by LeeCalder - 10 Apr 2017, 7:19 am
RE: Customer Service thread - by Andreos1 - 10 Apr 2017, 9:55 am
RE: Customer Service thread - by Adrian - 10 Apr 2017, 10:32 am
RE: Customer Service thread - by Andreos1 - 10 Apr 2017, 10:40 am
RE: Customer Service thread - by markydh - 10 Apr 2017, 11:42 am
RE: Customer Service thread - by Andreos1 - 07 Dec 2017, 7:50 pm
RE: Customer Service thread - by Andreos1 - 28 Mar 2018, 6:45 pm
RE: Customer Service thread - by Chris 1 - 29 Mar 2018, 12:16 pm
RE: Customer Service thread - by Andreos1 - 30 Mar 2018, 10:32 am
RE: Customer Service thread - by James101 - 30 Mar 2018, 10:39 pm
RE: Customer Service thread - by Andreos1 - 31 Mar 2018, 2:17 pm
RE: Customer Service thread - by Chris 1 - 04 Apr 2018, 1:16 pm
RE: Customer Service thread - by Andreos1 - 04 Apr 2018, 1:54 pm
RE: Customer Service thread - by Andreos1 - 12 Jul 2019, 6:36 pm
RE: Customer Service thread - by James101 - 24 Jul 2019, 10:30 pm
RE: Customer Service thread - by deanmachine - 24 Jul 2019, 11:41 pm
RE: Customer Service thread - by James101 - 25 Jul 2019, 12:02 am
RE: Customer Service thread - by Adrian - 25 Jul 2019, 9:00 pm
RE: Customer Service thread - by Adrian - 16 Aug 2019, 7:46 pm
RE: Customer Service thread - by Andreos1 - 16 Aug 2019, 10:16 pm
RE: Customer Service thread - by Adrian - 24 Aug 2019, 9:59 pm
RE: Customer Service thread - by Tyne_Traveller - 25 Aug 2019, 9:38 am
RE: Customer Service thread - by Adrian - 25 Aug 2019, 4:26 pm
RE: Customer Service thread - by tyresmoke - 26 Aug 2019, 12:04 pm
RE: Customer Service thread - by Andreos1 - 26 Aug 2019, 4:03 pm
RE: Customer Service thread - by Andreos1 - 23 Jun 2020, 9:05 pm
RE: Complaint Stories - by Adrian - 18 Apr 2014, 9:23 pm