About Orchid Consulting
Orchid transforms failing or underperforming call centres, and advises organisations on their strategic direction and contact strategy, alongside first class operational implementation and delivery. Founded after 17 years in the call centre industry, Orchid is recognised as a leader in its field, with a reputation for honesty, integrity, and quality of delivery
Orchid was founded in January 2007, and is chaired by Keith Gait. In addition our team has built a network of excellent experienced contact centre professionals from around the country who work with us as Principal Consultants.
Orchid is a people based business, run by highly experienced, front line contact centre people. All our Partners and Principal Consultants have over 20 years experience of running contact centres both large and small, single and multi site, and across a range of sectors, including health care and public service.
Our Vision: To be recognised by our clients, their customers, and our peers, for outstanding delivery. We will achieve this through living our values, developing our expertise, and differentiating through our people
Our People
Keith has over 20 years experience in the contact centre and customer service field. He began his career as an advisor and is passionate about operations that recognise their people as well as their customers.
Keith has completed performance improvement, strategic direction, outsourcing, change and transformation programmes for a wide rage of clients
Prior to establishing Orchid, Keith was Customer Service Director at Sainsbury's Mobile and had a successful career with organisations such as Sitel, Barclaycard and Ventura.
Keith has an MBA from Henley Management College and is the author of 101 Ways to Improve Customer Service, The Attrition Waterfall, The Causes of Churn in the Broadband Industry, The Importance of Contact Centre Culture, and The Unfaithful Customer
Keith is a judge for the CCF European Call Centre Awards and the Customer Service Training Awards, and is a speaker at several industry events
Our Recent Achievements
Improved service level from 44% to 91% in 7 weeks, with no increase in staff.
Improved service level from 54% to 93% in 9 days
Outsourced call centre operation, delivering over £2m in savings, whilst delivering a step change in the operational performance
Reduced attrition from 120% to under 50% in 4 months, saving our client over £1.4million in recruitment and training costs
Reduced abandon rate from 35% to 2.7%
Reduced average speed of answer from 2.5 minutes to 16 seconds
Improved customer satisfaction 37% to 81%