About Orchid Consulting
Orchid is a people based business, run by highly experienced, front line contact centre people. All our Partners and Principal Consultants have over 18 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.
Orchid was founded in January 2005, and is chaired by Keith Gait, who is the Principal Consultant. Keith is ably assisted by additional Partners - Prit Ahluwalia and Sandra Galer, 61 years call centre and customer service experience between them. 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.
We believe in making a real and measurable difference to the call centre by providing effective and sustainable solutions to improve the performance and function of each aspect of the organisation.
Our People
Prior to founding Orchid, Keith had previously worked for companies such as Sitel, NHS Direct and Ventura, and was latterly Customer Service Director at Sainsbury's Mobile.
Sandra has worked for organisations such as Merchants, AOL and Waitrose, and Prit has an extensive career with companies such a Npower, The Telegraph Group, Glaxo Smithkline, and Lombard.
In 2007 and 2008, Keith was a judge at both The National Customer Service Awards, and the CCF European Call Centre Awards, and in 2008 Prit was named Interim Manager of the Year 2008 by REC & IMA.
Our Recent Achievements
Improved service level from 44% to 91% in 7 weeks, with no increase in staff.
Reduced attrition from 120% to under 50% in 4 months, saving our client over £1.4million in recruitment and training costs
Improved service level from 61% to 91% in 27 days
Reduced abandon rate from 35% to 2.7%
Reduced average speed of answer from 2.5 minutes to 16 seconds
Improved customer satisfaction from 37% to 81%