Good service Staff certainly do less unnecessary admin in the office and are more focussed on valuable face to face time. There are now fewer staff doing the same number of visits. Business 'customers' don't notice a difference, apart from calls being returned earlier, partly because messages and post are better organised for access by support staff rather than waiting for people to come in to the office. Consumer 'customers' find it no different. They still call local numbers, which are routed to the call centre.
More work is done at home.
Initially this was a problem for some staff whose home circumstances made this difficult. The Oases are also used for convenience when colleagues want to meet. There was concern at the start of the scheme that less experienced staff would not be able to check things informally with colleagues. This is also becoming a non-issue. Managers are available on mobile phones.