career development has helped the largest supplier of licensed taxis in central London to integrate its call-centeremployees 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.