Case study 3

“you were the first company that came to mind when the opportunity came up, reflecting how positively we both saw your contribution to D2C Reading.”

Distribution Director – 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



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