Case study 5

“Thanks for your help again and we all really appreciate you helping us make NTL an enormous success. We could not be happier with the job you did for us and it was exactly what you hope to get from an interim manager. Thanks again and good luck.”

Director 7C
(latterly Vertex)

7C (later Vertex)/ NTL
June 2002 – September 2002

Programme Management – 170 staff
Client: Operations Director

Establish, stabilise and optimise performance of NTL (cable TV, telephony and internet services) outbound sales project operations at existing 7C (contact centre outsourcer) site.

  • Working on behalf of 7C to manage relationship with key client (NTL)
  • Manage major changes of work type, staffing structure and client relationship
  • Train and manage customer service staff to achieve a challenging outbound sales task
  • Delivered over 50,000 sales to client in just over 3 months achieving contracted targets






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