Fusion Contact Centre Services, part of major city employer the BGL Group, has expanded its management team with the appointment of a new Contact Centre Manager. Jane Alexander has over 16 years of experience in contact centre management, gained at locally-based travel company, Thomas Cook.
As part of her new role, Jane will work with Fusion’s customer service advisors, to help enhance customer communication. In addition, the contact centre is set to roll-out a new Five Star Advisor Development Programme this summer, which will help employees to become brand specialists. Jane will be instrumental in ensuring this programme is implemented successfully across all of the Fusion brands, including: Budget Insurance, Dial Direct and Bradford & Bingley Insurance.
Daren Homewood, Head of Site at Fusion Peterborough, commented: “Jane has fantastic contact centre and people management experience. With her expertise she will be a key member of the leadership team as Fusion continues to strive for customer service excellence. “
Jane Alexander, Contact Centre Manager for Fusion Operations, added: “Advisors are the human face of the brand and with Fusion looking after some very well-known names in financial services, its approach to delivering customer service needs to be second to none. I very much enjoy working in a fast paced environment, so I am looking forward to helping drive the success of the new Five Star Advisor Development Programme to help deliver even better customer service levels.”