"We treat ADEC [Workforce] as a partner, and came to them with some very stretching objectives. The team accepted the challenge, and by the end of the year had established a monthly run rate reduction in calls of 19%, all whilst continuing to improve our NPS score.

The work ADEC [Workforce] did as part of this project meant that we smashed our NPS improvement target and far outperformed our competitors. It’s a truly collaborative relationship that has delivered cost reduction across the business, at the same time as creating happier customers. We couldn’t be more pleased with the results."