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Case Study - Summary
Insurance Broker
slough borough council
london borough of newham
aol time warner
cc service provider
leading utility co
pitney bowes ltd
Press Office
Associate Base

Client Background

Pitney Bowes Ltd. is the global leader for mailing systems – its UK operation is based in Essex.  They had a vision to create a UK Customer Contact Centre from its various front-end operations.  The consolidation was to include four areas - sales of consumable items, resetting of credit for franking machines, equipment maintenance and a new function, credit control.  Pitney Bowes hired the interim services of Prit Ahluwalia as Contact Centre Project Director to complete the project.

Assignment Requirements and Summary

Implementation needed to be completed within six months

Staff were not working in a call centre facility or environment

Various telephony systems existed with no robust platform

Forty three separate customer access numbers existed

Implementation of new telephony platforms and CRM

Designing of new front-end ‘to be’ processes

The setting up of a brand new function, credit control was required

The delivery and management of cultural change including new staff terms and conditions

A new working window of 08:00-20:00 to be introduced

Writing of all job roles, accountabilities, competencies and skills

Recruitment and selection of all management roles

Identify and implementation of all key performance measures

Development of quality and call avoidance strategy

Lead project steering committee across the business and all work streams

Client Testimony from key sponsor and stakeholder:

“Prit confronted us with the practical realities of the challenge we faced and forced senior management, ‘sponsors’ of the contact centre creation project, to recognise the leadership commitment that we had to make.  This can be uncomfortable but change management is not something that only happens to those lower down the organisation”

Deepak Copra, Vice President IT and Finance, EMEA

“Our contact centre project just grew and grew to the point where we needed someone to translate our vision of a responsive, customer driven organisation into something real and manageable – Prit helped us to do this and also managed to become a valued and respected member of the team”

David Denney, Vice President, Human Resources, EMEA