7C is a leading UK outsourcer providing third party contact centre facilities to its clients from sites in London, Liverpool, Pembroke and India. Its Pembroke site is unusual, in that in not only provides services to third party clients but uses, exclusively, a third party workforce provider who own the site, Manpower UK. The site and a thousand seats were exclusively dedicated to ITV Digital, prior to their collapse in 2002, which resulted in the laying off of staff.
Assignment Requirements and Summary
Following the termination of the ITV contract, 7C won a short-term, 400-seat contract to make outbound x-and-upselling calls to convert ex-ITV Digital customers to ntl. They required an experienced manager to ‘hit the ground running’, as there were a number of serious issues, which had to, tackled which were leading to client dissatisfaction and possible early termination of contract. Prit was hired to tackle performance and client development issues, including:
Review operational performance issuesImprove poor sales performanceAchieve 50k targeted outbound salesProvide measures to ensure validity of salesTackle morale issues arising from ITV Digital collapse / temporary ntl client contractReview predictive dialler performance - identify and implement enhancementsImprove poor client relationship developed by predecessorSupport client development in new business acquisitionEstablish and maintain a profile within the local community to ensure positive PR
Client Testimony from key sponsor and stakeholder:
“Prit was able to quickly establish himself amongst the management team and staff. His clear understanding of call centre dynamics and operational issues allowed us to get on back on track and achieve client targets”
“ As a result of achieving ntl contract deliverables, 7C are now a preferred ntl service provider – a great achievement”