Tuesday 27 September, 2016
Matt Duffy has been promoted to Group Contact Centre Manager within the Markerstudy Group of Companies and is now responsible for driving forward operations, technology and staff development within the department. Graham Partlow, his predecessor, has taken up the position of Head of Projects within the group.
After beginning his career at RBS Insurance in 2001 before moving to Minster Law, Matt has 15 years’ experience working within the insurance contact centre arena. He joined Markerstudy in 2014 as Senior Customer Service Manager.
The Group Contact Centre predominantly handles calls for Auto Windscreens and FNOL (First Notification of Loss) for Markerstudy’s insurance brands and has a market-leading FNOL Net Promoter Score (NPS) in the insurance sector. Matt is now keen to ensure operations evolve at the Chesterfield-based site and that agents are able to continually give customers the best possible experience.
“I’m excited about what the future holds for the contact centre, with growth on the horizon,” said Matt. “It’s a really positive time to be part of the team. We have some extremely talented people and I will be encouraging skills development as part of my new role, giving people the opportunity to progress.”
Matt has already introduced a new management structure within the department, ensuring scalability with increases to call volumes, staffing and customer engagement anticipated.
Technology is also firmly on Matt’s agenda. He added: “Technology is a primary focus for us and we want to make sure we continue to be at the cutting edge of the industry, with tools such as live chat and co browsing being vital. They are essential to the customer journey, offering different routes for people to make contact with us, and supporting the streamlining of activities and reducing customer touch points.”