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Prudential outlines good points of offshoring plan

first_imgFinancial services company Prudential had three main reasons for offshoringone of its call centres to India – customer experience, cost-cutting andflexibility. The company’s HR director Russell Martin, speaking at the Employment LawyersAssociation annual conference, said Prudential wanted to enhance the experienceof its customers and recognised that callers wanted to speak to real people. Italso wanted to improve cost competitiveness and deliver savings, as well asincreasing flexibility by extending the working day for UK customers. HR was treated as an equal partner throughout the whole process andcontinued to play a key role, Martin said. “One of the key points is that our policies in Mumbai, India, areidentical to those in the UK – for example, our dignity at work policy,”he said. “We are trying to create a sense within the organisation that itdoesn’t matter where the individual is located as to how they aretreated.” Prudential received an initial 25,000 applications when it announced plansfor the call centre, and then conducted more than 8,000 interviews – in itselfa huge challenge, Martin said. All workers in India have ‘buddies’ in the UK and are encouraged to talk tothem regularly. The next stage, Martin said, is to create real empathy between the customerand the operative. “There are problems in off-shoring, but there are advantages,” hesaid. “Actually, it can be a very positive experience.” Previous Article Next Article Prudential outlines good points of offshoring planOn 18 May 2004 in Personnel Today Related posts:No related photos. Comments are closed. last_img read more