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Call Centre Executive

Work Experience

Prit has gained considerable experience in customer service and sales, having headed operations in a number of sectors. In financial services, with the Prudential Corporation, a top 15 UK Company, a multi-site operation for Anglian Water, one of the UK’s top 3 water companies and in outsourcing and telemarketing, with Acxiom UK.

Prit has a track record of significantly improving customer service and call centre operations – and has consistently produced excellent performance through his desire to improve people and culture. Results include, significant increase in quality, efficiency, customer service, sales and reduction in running costs.

With the Prudential Corporation, a world class and top 15 UK Co, he turned an under performing call centre, in 1993, into the best performing call centre in the corporation for both 1995 & 1996. This was in respect to both, customer service key performance indicators and sales, all of which outperformed all other group call centres.

At Anglian Water, Prit took the company from 29th place (Ofwat league tables) to 2nd, a considerable achievement within 2 years.

A major achievement for Prit was to influence this FTSE 100 utility to embrace best practice and operational excellence, leading to the improvement in the culture, people issues and development. This was a particularly significant achievement given the company was operating in a monopoly environment and facing lower consumer pricing by the regulator.

Prit moved into outsourcing after being head hunted and appointed by billion $ US outsourcer to improve poorly performing multi-channel operation and win business across the globe, on a P & L basis. Handling multiple campaigns and services with blue chip clients through telephony and electronic channels (incl. inbound/outbound telesales, catalogue sales, customer service, care/help lines, debt collection, telemarketing & CRM activities). Prit was instrumental in winning bids and improving performance levels within a short space of time.

Prit now focuses on promoting operational excellence, quality and best practice in call centres, through his own company. He is a keen activist in improving call centre working conditions for staff and has submitted a paper to 10 Downing Street, which is now lodged with the Department of Trade and Industry as part of their review of call centre working conditions.

Prit has headed projects for the development and implementation of greenfield call centre sites for Anglian Water, Pitney Bowes Ltd and Slough Borough Council (Covering – location, employment, recruitment, operational processes, technology, performance measures and management, quality management).

In 2002 he was selected by AOL Time Warner to review the European customer contact operation in the Netherlands for this global company, identifying productivity, efficiency, best practice and quality processes for implementation. In 2003 he embarked upon a business transformation project for a local authority, dramatically improving response time metrics and service level from 62% to 96%. He has also developed considerable people change management experience over the last 15 yrs.

Prit has been recognised for his services and achievements in call centre management by the following sectors:

 The telephony sector
 The utility industry sector and
 His own professional body of call centre managers

with the following accolades for operational excellence;

 1998 – Named Call Centre Executive of the Year at the Telebusiness Awards for Excellence (covering UK and Europe).
 1998 – Finalist for Outstanding Individual of the Year at the Utility Industry Achievement Awards.
 Received commendation from staff UNISON council for my contribution to improved welfare and conditions for call centre staff.
 1998 & 1999 – Runner-up for Communications Centre Excellence at the Utility Industry Achievement Awards.
 1999 – Finalist for Call Centre Manager of the Year at the Call Centre Management Association Awards.
 2008 – Named Interim Manager of the Year by the Recruitment and Employment Confederation.

• Prit is a judging assessor for the Call Centre Management Association and is a speaker at international conferences.
• Served as editorial advisory board member of Call Centre Focus, Europe’s leading call centre publication.
• Member of the Call Centre Management Association (CCMA).
• Member of the Call Centre Association.
• Member of the Interim Management Association.

Education

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