Horizon Contact Centre Quality Recovery – Small Giant Customer Desk Demo

Project overview

A sixteen-week quality and workforce-management recovery programme across two accounts.

Mandate

Tavra Group worked with the client team to establish a reliable baseline, agree the priority outcomes and convert the mandate into an accountable delivery plan.

Challenge and context

The organisation needed a shared view of performance, clearer decisions and a practical route from diagnosis to implementation.

Solution and scope

The engagement combined evidence review, operating workshops, implementation planning and management routines.

Diagnostic baseline

Validated the starting point and priority constraints.

Delivery design

Defined workstreams, owners, milestones and decision rights.

Implementation rhythm

Established reviews that tracked evidence, risks and corrective actions.

Project gallery

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Results and impact

0
shared delivery plan
0
priority workstreams assigned to accountable owners
Weekly
evidence-based management review

Related services

Capabilities commonly combined for this type of mandate.

Strategy and Growth Advisory

Tavra Group helps leadership teams convert ambition into a focused growth agenda. We combine market evidence, commercial analysis and operating knowledge to clarify where to compete, how to win and what must change inside the organisation. The work is practical by design: decisions are translated into priorities, owners, investment choices and measurable actions rather than left as presentation material.

Operational Excellence

Operational Excellence improves the reliability, speed and economics of day-to-day work. Tavra Group diagnoses how value moves through an organisation, identifies loss and variability, then works with frontline and management teams to redesign processes. The emphasis is on control, capability and measurable operating routines - not one-off cost cutting that returns after the project closes.