National Car Parks Member Visit, Manchester

25th November 2015

Overview of the member organisation:

NCP are passionate about parking services; established in 1931, they are at the forefront of innovation, being the first operator to implement a concept of, which was originated in 2007, a National Operations Centre (NOC) in parking. 

This evolved and in 2012 as part of a strategic initiative the NOC relocated to Manchester and with significant investment the Customer Contact Centre was born.  The approach they take is to align site based customer response with customer service contacts, email and correspondence handling and CCTV operations. 

As part of this strategic development, Adrian Cobbledick joined the team to oversee the changes, which involved the closure of one site to the creation of a new City Centre Manchester location, recruiting staff, relocating staff, defining processes and implementing new technologies, such as Workforce Management. 

As a crucial part of the NCP operation, Adrian and his team provide 24/7 service to their customers through their 36 seat contact centre operation in Manchester. 

Adrian Cobbledick who runs the operation was recently awarded the accolade of ‘Business Improvements Manager of the Year’ at the UK National Contact Centre Awards in May 2015. 

The ‘good practice’ topic for this member event is:
'Daring to be Different'

The team at NCP wanted to ensure that their frontline advisors were focused on ensuring that their customers had a positive experience and not just on achieving their KPIs. So they decided to remove traditional metrics like average handling time and focus on just doing the right thing for customers. This has resulted in improvements in customer satisfaction and employee engagement, whilst maintaining business efficiencies.

This event will be of interest to:
Contact Centre Managers, Team Manager, Performance Managers, Customer experience professionals, Managers

The timings for the event are:
We will start the day at 9.00 and finish by 1.00pm