CX Results Powered by Partnership
Take a look at some of the recent projects FourNet has delivered for complex and critical contact centres. These teams achieved huge performance improvements in weeks, not months, and found new ways to fund transformation without the heavy upfront costs.
Government Agency: Eight Weeks to Transform Performance
A major UK Government agency needed to support citizens through sensitive, high volume processes, but rising demand and long-standing backlogs were putting pressure on staff and slowing service delivery. The challenge was a 46 minute Average Speed of Answer, a 13,000 email backlog, and abandonment rates hitting 55 percent. FourNet worked directly inside the operation to redesign processes, clear backlogs and bring data driven planning into daily management.
Within eight weeks, ASA dropped to 47 seconds, abandonment fell to 1.5 percent and email response times stabilised at 3-5 days. This means that citizens now reach support quickly, agents have breathing space between calls and leaders make decisions with a clear view of demand.
Newcastle City Council: Self-Funding Digital Transformation
The council needed to improve access to services, manage rising call volumes and create a more efficient model without increasing operating costs. The challenge was long wait times and legacy systems that limited flexibility. Working in partnership, FourNet delivered a modernised contact centre and digital experience model, strengthening both the citizen journey and staff experience.
The outcome was a self-funding transformation that reduced operational spend while improving satisfaction scores. This means that residents now reach support faster, and the council can evolve its services with confidence.
Target Group: Increasing ROI and Improving Customer Outcomes
Target Group needed stronger consistency, clearer insight and modern tooling across their customer service operation. Their challenge was fragmented data, varying service quality and limited visibility of the customer journey. FourNet supported Target Group with new processes, smarter routing and enhanced analytics, enabling teams to understand demand clearly and serve customers more efficiently.
The impact was improved service reliability, reduced handling times and stronger oversight, giving Target Group a solid foundation for long-term CX improvement.
FourNet CX Services
Get contact centre insights from a team with unparalleled expertise and experience. We work closely with customers to analyse contact centre performance, map out change plans and prepare them for transformation.
CX Consulting and Performance Insight
Organisations often know what’s not working, but not where to start. The challenge is that small inefficiencies compound, creating unnecessary demand, long queues and rising costs. FourNet’s consultants work inside your operation to map the reality, uncover the root causes and show the steps for change. This means that teams get a clear plan, backed by real data, and leaders get confidence in next steps.
Operational Transformation
Backlogs, slow processes and inconsistent workflows put pressure on staff and frustrate customers. FourNet helps teams modernise operations through better planning, streamlined processes and practical changes that improve performance quickly. In the Government agency case study, clearing 13,000 emails, cutting ASA from 46 minutes to 47 seconds and reducing abandonment from 55 percent to 1.5 percent proved what targeted optimisation can achieve.
Workforce Optimisation
The challenge is that most contact centres plan around assumptions, not real demand. FourNet provides forecasting, scheduling and performance management models that align resources with what customers actually need. This means that organisations avoid overstaffing, reduce burnout, and boost productivity. Teams gain confidence, because decisions are grounded in clear, accessible performance insight.
Digital Experience and Self-Service
Customers expect simple, fast and guided journeys. FourNet designs digital pathways that reduce unnecessary calls, support vulnerable customers and give users clear information before they need to reach an agent. This blend of digital-first access with high quality human support helps reduce repeat contact and improves satisfaction across every channel.
AI, Automation and Interaction Analytics
Most organisations have the data but not the insight. FourNet brings together speech analytics, workflow automation and intelligent digital employees to uncover patterns, predict demand and reduce routine workload. This means that staff can focus on complex, sensitive or high value interactions while automated processes handle the repetitive parts reliably.
Get Benchmarking Data for Your Organisation
Every contact centre wants to know where they stand. We offer a free benchmarking snapshot that compares your performance with organisations across housing, government, financial services and utilities.
Our Resources
Interaction Analytics Podcast for call centres
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Unlocking the Hidden Capacity in your Contact Centre
Central Government
Workforce Optimisation
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