Prudential
October 2002 – July 2003

Contact Centre Relocation – 140 staff
Client: Distribution Director

Support for a strategic re-structuring of Prudential's Business to Consumer division. Focus on direct marketing, sales and contact centre operations across a range of Financial Services products.

• Undertake call centre operational audit and presentation of recommendations
• Interim contact centre management to deliver controlled downsizing and closure of one site plus redevelopment of second site
• Project delivered savings of £3.4M over two years
• Cost budget under management £5.6M p.a.; Sales Revenue budget under management £62M of annual premium income
• Staffing reduction across operations from 180 to 90 whilst maintaining sales revenue plan