Objectives and Key Deliverables
The business operates a 100+ person outbound call centre targeting SMEs for energy management services. Aim of the project is to assess the current performance and management of the centre, benchmarking the KPIs achieved and targeted, with actionable changes.
Look for short powerpoint presentation consisting of:
i) Benchmark of current business performance figures against industry standards;
ii) Assessment of operational structure and management, including incentive / measurement systems; and
iii) Recommendations for change and provisional implementation plan
Advisor should have experience ideally in the electricity and gas B2B SME sector, but at least strongly analogous experience in comparable sector (e.g. B2B SME broader utilities, financial services etc). Needs to have deep understanding of achievable benchmarks in terms of operational and financial KPIs, best practice in terms of organisational setup, and most effective incentivisation, measurement and reward mechanisms.
Should be available at shortest possible notice to go into the company for an initial evaluation of how operations match up against the above, over at least 2 days and ideally longer to ensure proper understanding