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Take Me Too (formerly Phoenix Holidays) - with this project we were asked to take control of the internal reservations team with a view of improving the inbound call quality and conversion but also to implement an outbound calling process. Within the remit of this project we also created and implemented a training program and appraisal process.

AA Marketing - to improve efficiency for this Wiltshire based outsourcer. Responsible for the day-to-day running of the telesales floor. Conduct interviews and subsequent inductions for new telesales agents and to further train existing agents. Assist with set up of new teams whilst ensuring that the clients current business improves.

Simplyhealth - we were tasked with implementing an ongoing coaching program with a view to not only giving the Team Leaders and training team the skills to carry on this implementation but also to encourage the correct approach to customers thus increasing the empathy value.

HelpHire - to deliver two-week regulated induction programs, to conduct training analysis and then design and deliver appropriate training for a national accident management company in the motor industry. We were heavily involved in establishing the new Bristol call centre. The half-day telesales training course that all operators now attend was designed and written by PRG.

Mapfre Abraxas - to set up and oversee an outbound campaign for an international insurance "add ons" company, to raise brand awareness and increase business penetration to chosen markets. Design scripts, recruit and train staff, oversee campaign.

Mapa Spontex - to create and set up a telesales function for this international cleaning and protection company. Delivering training and setting up the managment information statistics inline with their current crm system.