Operations performance
Prudential, the life and pensions giant was experiencing difficulties meeting its service levels in its regulated business, particularly in a site which had been located in an area of lower cost but also lower contact centre experience. Coupled with this, some staff had been taken from the sales force and so had no expectations of shift work and contact centre practices
Budd worked alongside the management team to develop expectations, coach management and working practices, structure the calls and to spread the best internal practices whilst working in a regulated environment.
