In April 2008 we began a
15-year, £722m contract to
manage and transform the
administration of Prudential’s
life and pensions operations,
involving some 7 milion policies.
Our task is to reduce operating
costs while increasing customer
satisfaction and loyalty by
stepping-up service efficiency,
quality and flexibility.
In 2007, Prudential outlined its strategy of selectively competing in
the UK retirement savings and income markets. While focusing on
maximising value from the opportunities provided by the need for
innovative retirement solutions, Prudential also looked to reduce
its administration costs while continuing to enhance service to
customers and financial advisers. To help achieve this, its customer
and adviser service operation was outsourced to Capita in 2008 –
transferring 3,000 front office, back office and IT employees in the
UK and Mumbai.
“The way our working relationship
with Capita has evolved is making
a tangible difference to our
customers and advisers. In Capita,
we have a long term partner who
delivers on service and continually
works with us to find flexible
solutions to our business needs.
Capita’s commitment to the
partnership continues to enhance
our overall proposition.”
Tulsi Naidu Operations Director, Prudential UK and Europe
At Capita our 5-year transformation programme is introducing,
among other things, a new approach to management development,
focused on boosting commercial awareness and leadership.
We brought in new training for contact centre employees to
enhance their skills, confidence and knowledge to handle enquiries
and complaints more effectively and to meet the Financial Services
Authority’s mandate of treating customers fairly.
In October 2008 the financial crisis triggered a huge upsurge in calls
and mail from anxious customers. Our team took it in their stride,
providing the support and reassurance policyholders needed in a way
that fully reflected Prudential’s brand values.
And in the 2009 Financial Adviser Service Awards over 10,000 advisers
gave their verdict. For the first time in a decade, Prudential won
five star ratings in 2 categories: Investments and Life and Pensions.
This brings more than kudos: many key advisers will only recommend
providers that attain the highest service levels.