New service level agreements, new timescales, new outsourcing. (And an apology for the bad old days.)
In mid 2006, there was a survey in the financial sector, including opinions on Pearl Group
On service, the views were critical. As a result, we'd like to say two things. First. We're sorry. It's not good enough
And second, we’re working on it - both internally and by employing external specialists, Diligenta, (part of Tata Consultancy Services). Together we’ve put into place service level agreements - and timescales to achieve them.
At Pearl, NPI and London Life we’re pulling together what has been 11 admin systems into one
We’re putting more and more of our documentation on our companies’ websites - with helpful ‘how to’ guides - to download when people want. That way, those with internet access are free from call centre hours or waiting for the post... while our call centres, in turn, can deal more efficiently with those who prefer to use the phone
We’ll be looking closely at the systems we’ve acquired that are provided by Capita and other outsourcers so we can integrate the best across our Group.
And, of course, we’re keeping an eye - and a lid - on expenses