Cost Reduction

Taking out cost and realizing it through redundancy or avoided recruitment

Probation business Customer service transformation as part of programme to take out £9Mpa (c. 300 FTE) from cost base.
Housing business Customer service transformation as part of programme to take £3Mpa out of cost base.
Credit card business Customer service transformation as part of programme to take 25% out of cost base.
Major Telco – Eire Working for CFO, provided advice and challenge to Customer Service Director and team, securing agreement to a Multi Channel Call Volume Reduction initiative to reduce opex by €5.6Mpa.
Major Telco, UK Review of value-for-money and operation of customer service outsourcing contracts to assess scope for reducing operating cost through price reduction or more rigorous application of service credit regimes in the contracts. Identified opportunities to meet 10% reduction target .
Retail bank Reviewed a cost reduction plan impacting head office and customer service, assessing rationale, ambition of cost saving quantum and risks to revenue line due to changes in customer services. Recommended mitigations.
Large police force Validated cost reduction plan, identifying additional opportunity, following a review of four call handling operations over six sites, as key input to a cost reduction programme.
Transport operation Reviewed the customer contact operations and cost base serving major metropolis, identifying three major opportunities to reduce costs by 35-60% through performance improvement, relocation and ceasing elective services.
Premium TV Delivered £2m cost saving in outsource contract by directing outsourcer to address major inefficiencies.
Specialised travel business Assessed call centre and retail operations for a travel business, identifying £8m pa of cost saving and margin improvement.
Numerous M&A engagements Assessment of projected synergy and/or cost reduction plans as part of acquisition plans, for the purpose of deal financing. The projections were assessed for risk in quantum and timing of benefit. Projections were also assessed for upside opportunities.