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Peter Murley’s clients include:
Vodafone UK, Peabody Trust, Open University, Newcastle College, Engage Mutual, Direct Marketing Company (Italy), Sitel UK, Verint, O2, easyJet, Garlands Call Centres, SAVA BX, Tunstall, Rosgosstrakh (RGS, Russia), Broomleigh Housing Association (Affinity Sutton Group), Peabody Trust, Hillingdon Homes, Riverside Group, Getronics UK, Watson Wyatt, Echo Managed Services and Dataforce.
Peter’s recent projects:
- Directed a 14-month strategic service initiative as full-time Programme Director, for Vodafone UK – involving the provision of a rationalized single 2nd and 3rd line technical support organization for complex data products and services plus three other initiatives involving customer service segmentation, retail interfaces and self-service web capability coupled with knowledge management. The rationalized 2nd / 3rd line technical support team work was achieved through the creation of an ‘incubation’ function which tested new processes, procedures, products, services, methodologies, systems, technology, routing, analysis, KPIs, MIS, etc for Consumers, SMEs, Corporate and other customer groups.
- Review and comparison of O2’s UK customer retention activities undertaken through both in-house and an outsource partner and recommending changes to contact strategies (outbound and inbound), systems, operational imperatives, campaigns and agent reward structures, in conjunction with Marketing & Service Operations.
- Worked with a major Housing Association (a charitable Trust), reviewing and overseeing, as Programme Director, the implementation of service change programmes.
- Worked with the UK’s largest manufacturer and installer of social alarm systems – looking at the efficiency of their customer service monitoring and respond services within emergency service grade of service levels.
- Worked for one of the UK’s largest Housing Associations in determining their outsourcing model and enabling them to become commercially focused in bidding for future out of hours and social ‘careline’ services
- Major strategic and operational review assignment of a significant UK Outsourcer (3,000 seats). The work involved the establishment of a comprehensive competitive landscape of UK Outsource players; a complete end-to-end operational audit of current operations; a detailed and comparative quantitative analysis of current client expectations of outsourcing and actual performance versus the internal perspective; options for management of change; strategies for growth; strategies for entering new market segments.
- Actively involved with several organizations in the HIP (Home Information Pack) marketplace which embodies the residential private housing sector but in short timeframe will also encompass the rented, social and business property markets in the UK. Work here has been in responding to large corporate Request For Proposal (RFP) documents on behalf of organizations bidding to become pack providers (initial market involves circa 1.7m transactions annually) and latterly in writing RFPs, managing the end-to-end bid process including the appointment of onshore outsourcers for the provision of diary management and appointment capability and also providing on-going consultancy for organizations actively involved with the provision of Energy Inspectors to enable the EPC (Energy Performance Certificate) aspect of a HIP pack. This is a huge new area for the UK and I have been involved with work in the sector during the early months of pre-launch to the public and have provided customer management advice post-launch.
- I have also recently led a process for a significant UK-based outsourcing client to establish a capability in South Africa, involving full potential offshore partner evaluations and assessments; undertaking detailed political, socio-demographic and economic modelling and research; working with four regional BPO investment / sector bodies; managing, co-ordinating and leading visits to likely partners/acquisition targets and locations;
- I have been working in Moscow, as Interim IT, Customer Service and Operations Director, having designed a full set of business plans, models and project plans and roadmaps for the launch of a new Direct business in the Insurance/Financial Services market.
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