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Payday Express Announces Restructuring of Workforce for Better Customer Service

January 20, 2012

In an effort to offer better customer service, Payday Express, a UK based company that offers emergency payday loans to employed people across the country, has announced a restructuring of its workforce.

In October 2011, the company announced its decision to create a business development department to improve the customer experience throughout the applications process. The latest re-organization decision is an outcome of that earlier announcement.

According to a press release, Payday Express set up a new contact centre support department to take on administrative duties previously performed by the customer services team. With the formation of the new department, advisors have more time on hand to answer customer calls with increased efficiency.

In addition to carrying out all administrative functions within the contact centre department, the support team will be focusing on answering customer emails quickly.

According to contact centre manager Carl Mountain, this move enables the company to assign right people in the right roles to optimize the service offered to its customers.

The press release revealed that five experienced contact centre agents were selected to form the new department. There has also been an external recruitment. Experienced contact centre team leader Alison Eller became a support team leader.

“I’m looking forward to heading up the support team. They are people with very strong administration skills, who will help make the various contact centre functions more efficient,” Eller said in a statement.

“Setting up a new administration department enables employees whose strengths lie in this area to specialize in this, and for us to bring in new talent, while also building up the contact centre teams with employees that have strong customer service skills,” Eller added.

Last October, Payday Express announced the hiring of a new project manager. Rajeev Chakraborty started work at the company on September 15, succeeding contract project manager Femi Awoyemi, who was responsible for the deployment of the company’s new loan management system in June.

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Madhubanti Rudra is a contributing editor for ContactCenterSolutions. To read more of her articles, please visit her columnist page.

Edited by Rich Steeves