career development has helped the l

career development has helped the largest supplier of licensed taxis in central London to integrate its call-center employees into the prevailing corporate culture and so drive up staff morale, engagement, professionalism and customer service.
Dial-a-Cab, which recently moved premises to accommodate a fast-growing team of 250 employees, is also attracting higher-caliber candidates to its contact center, which supported business growth of more than 16 percent last year.
Established in 1953 with a handful of drivers, driver-owned co-operative Dial-a-Cab today has a fleet of 2,500 licensed black cabs and achieved turnover of more than £50 million last year. Most of the company’s business comes from large corporate accounts. Using a computerized dispatching system, Dial-a-Cab can process thousands of trips each day through its modern contact center, which has facilities enabling customers both to book and to track drivers’ progress in real time.
‘‘Our sustained growth is highly dependent on the quality of the front-line staff, both drivers and contact-center employees,’’ Daren Morley, training manager, explained. ‘‘Customers must receive consistent, high-quality service.’’