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Providing training, support and consultancy in the Service Delivery world for the last thirty years

In early 2010, Imparta acquired Procter, which has provided training, support and consultancy in the Service Delivery world for the last 30 years. 

For more information please go to procter.co.uk

5%, or 10,500 inbound service calls per month, converted to new cross sales. - Energy
66% reduction in staff attrition through training Team Leaders in coaching and motivational skills. - Energy
20% reduction in complaints and a 70% increase in community participation. - Banking
650% increase in cash collected and a 97% decrease in escalated calls. - Collections
Implementation of a ‘consistent customer focused experience’ resulted in a 50% reduction in complaints and a 10.5% increase in customer satisfaction. - Technology and Media

Procter helps to deliver a customer focused culture with the aim of increasing customer satisfaction, improving people engagement and driving better revenue opportunities. We work with a wide variety of clients across diverse industries, whose aim is to differentiate themselves in the marketplace through service excellence.

Procter is a leader in the customer contact market, and has helped set up direct channel pioneers such as British Airways, Direct Line, Royal Bank of Scotland and Virgin Direct. Procter currently enjoys relationships across the private and public sector with clients such as Barclays Bank, Lloyds Banking Group, Volkswagen Group, the Ministry of Defence and several Police forces.

Click on the diagram to explore the core service programmes, though please bear in mind that much of what we do in this area is customised to the specific issues involved.

service courses Col CFC R3 SI StS Com C3

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