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Rebecca Manning

Customer Service & BPO Professional

Rebecca Manning is the Head of Customer Service at Milk & More, a UK-based doorstep delivery service for milk and groceries. She played a crucial role in the company's business transformation and digital modernization efforts.12

Key points about Rebecca Manning's role at Milk & More:

  1. She oversaw the relocation of the company's call center from the Philippines to the UK.1
  2. Rebecca managed a team of 130 advisors handling around 80,000 calls per month.1
  3. She was instrumental in implementing Encoded's Interactive Voice Response (IVR) and Agent Assisted Payments solutions, which significantly reduced the number of payments handled by contact center advisors from 15,500 to 2,900 per month.12
  4. During the COVID-19 pandemic, Rebecca led the customer service team through a period of rapid growth, with the company registering around 30,000 new customers in just 3 days.2

Rebecca Manning has praised the collaboration with Encoded, stating that their service has been outstanding and they have delivered on everything Milk & More wanted and more.1

Highlights

Dec 5 · daniels.du.edu
Rebecca Manning, PhD - Daniels College of Business
Rebecca Manning, PhD - Daniels College of Business
Sep 25 · owu.edu
Alumni Profile: Rebecca Manning Miller '17 | Ohio Wesleyan University
Aug 1 · us.bold.pro
Rebecca Manning - Remote Call Center Agent - Alorica - Bold.pro
Milk & More Contact Centre Carries On with Assisted Payments
Jan 1 · rocketreach.co
Milk & More Information - RocketReach

Related Questions

What challenges did Rebecca Manning face when relocating the call centre from the Philippines to the UK?
How did the relocation of the call centre impact Milk & More's customer service operations?
What specific solutions did Encoded provide to Milk & More for automating payments?
How did the COVID-19 pandemic affect Milk & More's customer service and operations?
What were the main benefits of using IVR and Agent Assisted Payment solutions for Milk & More?
Rebecca Manning
Rebecca Manning, photo 1
Rebecca Manning, photo 2
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Location

Bedford, England, United Kingdom