CCL’s managing director, Simon Rustom, explained: “In the current economic recessionary climate, ‘costs are king’. So, while all the ‘gurus’ tell us that we shouldn’t be cutting costs indiscriminately, the reality is that projects are being stopped in an attempt to cut costs; organisations are reducing their headcounts – making staff redundant, and so on.
“Because of cost cutting that has already taken place, many organisations are now realising that they have shortages in some of the skills that are key to their business. In looking to overcome this problem, these organisations want to have access to these skills – but on a more flexible basis and at a lower rate than they were used to paying.”
Sally Rustom, head of CCL’s interim division, commented that: “CCL’s interim division has staff working on projects in the private health, telecoms and financial services sectors. All of our clients in these sectors are buying our interims’ customer management expertise in a range of skills – including sales skills, contact centre management, IT, business strategists, project management, HR and training.
“This offers companies an excellent opportunity to bring in highly skilled and experienced people on a temporary, interim basis, rather than merely outsource these projects to large consultancies. CCL, with its expanding bank of highly knowledgeable and skilled consultants, is both able and happy to supply these high calibre people.
“We’re finding that companies are now keen to invest in customer-related projects,” she continued. “While, in the past, there was a great deal of interest in investing in IT systems and the latest technology, most of this new investment is being directed towards customer retention activities.
“Traditionally, selling IT systems on the basis of what they can do rather than what the business needs has resulted in disappointment because these systems could not deliver the results that were required. The key watchword today seems to be not what IT can do for a business but what the business needs from its IT.”
For further details of CCL’s ‘interim’ services contact Kathy Duxbury at CCL on 01908 441012 / 07976 405779, or email kathy.duxbury@
About Customer Consulting Limited
Customer Consulting Ltd (CCL) is a specialist customer and change management company. It helps organisations to optimise their return on investment in customer management - especially contact centres and customer-orientated information and technology.
Its vision is to demonstrate that a best practice approach to customer management delivers sustainable business growth. CCL aims to deliver a combination of insight, intellect, wisdom and pragmatism - combined with a real understanding of people - to achieve commercial results that are beyond the norm. Using a joint project team approach, CCL offers advice and support to help companies develop and implement customer strategies that produce results.
With its 100 consultants averaging 20 years experience, CCL helps business leaders and their teams – including those at Norwich Union, BUPA, South West Trains and National Express Group – to activate their internal resources and ensure measurable success.
Further information from:
Kathy Duxbury, Customer Consulting, 00 44 (0) 1908 441012/ 00 44 (0) 7976 405779; kathy.duxbury@
Bob Little, Bob Little Press & PR, 00 44 (0)1727 860405; firstname.lastname@example.org