Prudential workers lift productivity

first_img Previous Article Next Article Comments are closed. An initiative to let call centre employees at PrudentialAssurance take control of their own workload has led to greater productivity,according to one of the company’s call centre managers. Two teams of 20 employees were formed within the Life andPensions call centre. The members of these teams were responsible forcontrolling their workload and drew up monthly business reports and actionplans. The aim of the self-directed work teams was to reduce costsand tackle low staff morale. Prudential Assurance’s Clare Connor, said, “Employees didn’tfeel they had enough input into their work. A year after the pilot scheme, theattitude of the employees had changed considerably.”The initiative resulted in a positive change to theemployee’s role within the call centre, said Connor.  She said, “This initiative created a ‘can-do’ culture withinthe team and employees had the freedom to put forward their own ideas.”The scheme has also resulted in a decrease in poorperformance and disciplinary issues.But employees have found it difficult to provide peers withnegative feedback, said Connor.Prudential plans to roll out this self-management principleto all customer services teams within the company. Prudential workers lift productivityOn 20 Feb 2001 in Personnel Today Related posts:No related photos.last_img

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