• Alexander Proudfoot Alexander Proudfoot

    Proudfoot designs, implements and accelerates operational transformation - realizing tomorrow's results today. More About Alexander Proudfoot
  • Telecommunications

    Helping Companies Elevate Operational and Financial Performance

    Today’s telecommunications industry is as much about effective execution as it is about new technology. No matter what technological direction the industry may take over the next few years, the winners will be those who can execute their market strategies rapidly and effectively, and grasp competitive opportunities as they arise. Performance, productivity and profits will depend on how well, and how fast, these plans are put into place.

    Typical Results

    Results you can count on
    What we can help you achieve


    • Service levels improved 25%
    • Overall productivity increased 35%
    • Operating costs reduced 25%
    • 30% reduction in overtime
    • 30% improvement in customer satisfaction
    • 70% reduction in total rework
    • 40% reduction in invoicing lead time
    Additional Resources

    What We Do

    Your partner for rapid sustainable change
    Transforming Operations for the Better

    In conjunction with our clients’ front-line employees, we drive the rapid and effective execution of corporate strategy. Our change specialists combine knowledge of the sector with their expertise in operational design, change management and execution.

    • Changing behaviors
    • Building a legacy
    TELECOMMUNICATIONS-WWD-TX1Our team understands what it takes to change behavior. The tools and techniques we use address the hearts and minds of floor level staff and their management so that change is long lasting and perpetuated by the people themselves.
    TELECOMMUNICATIONS-WWD-TX2Our work is underpinned by more than 70 years of experience, allowing us to deliver our clients the results they need and with greater speed, predictability and control.

    Client Results

    What our clients are saying
    "Over the past several months, I have had the pleasure of working with Alexander Proudfoot.  I found the Proudfoot team to be constantly focused on the right business problems, relentlessly  ensuring results are being produced and approaching all they do in an ‘execution is king’ manner.  I would recommend them to anyone that wants a job done right and on time.”
    President, Telecommunications company
    “As a result of the project, we managed to transform our logistics function within the target deadline, ensuring that the system created was up and running in the first phase of operation. Once the system was implemented and initial adjustments for the 'kick-off' were made, we managed to supply the distribution network for the campaign, achieving volumes that tripled normal monthly volumes and significantly reduced distribution costs. In addition, the excellent teamwork of all parties involved in the project was particularly notable.”
    Distribution Network Manager
    Successful Past Projects
    • Sales effectiveness
    • Revenue growth
    • Training
    Objectives: A company was feeling the impact of poor sales performance. The executive team partnered with Proudfoot to address the effectiveness of its planning, forecasting and managing sales capabilities.

    Approach: Proudfoot designed and implemented multiple management strategies aimed at inventory, distribution and sales. The team also designed and conducted management, supervisor and sales training, supported by a coaching plan to reinforce newly acquired skills.

    Results: The project made an impact in each area addressed, achieving a 12% sales increase, a 30% channel stock reduction and a 42% inventory decrease.
    Objective: The CEO wanted the company to grow revenues and gain market share through improving their sales force, enhancing field and network operations and reducing cycle times.

    Approach: Proudfoot launched a project that improved processes, day-to-day operational and management performance, workload and resource balancing, and communication between departments. The project also equipped sales managers and company management with tools and key performance indicators to manage their people, and daily behavior models  to drive increased productivity. End-to-end issues were addressed across 18 departments, including billing, collections, order management, rate management, design network, network engineering, sales, account investigations and ancillary services.

    Results: The company achieved a 20% increase in sales productivity, a 43% improvement in design productivity, a 35% increase in order management productivity and a 15% cycle time reduction in sales support operations.
    Objective: A company's customer contact centers, broadband billing centers and network support services were struggling to meet targets and faced steep marketplace competition. Moreover, Regional Specialty Centers, which were tasked with error correction duties, were poorly cross-trained, had unbalanced workloads, large backlogs and excessive overtime.

    Approach: Proudfoot developed and installed management systems and tools to provide immediate visibility to performance issues. The team refined call handling models to make them more effective in driving sales while at the same time responding more quickly to customer issues. Additionally, the team developed metrics that reflect the balance between increasing revenues while reducing average handle time.

    Results: Together, the company and Proudfoot achieved far-reaching benefits--they increased average revenue per call by 17.5%, improved average handle time by 5%, enhanced off-line work capacity by 35%, reduced overtime by 98% and achieved 39% increase in productivity in specialist centers.

    Areas of Impact

    Proudfoot can help you in areas across all operations
    Alexander Proudfoot has more than 70 years of experience delivering operational results across various industries and operational areas. Allow us to tap into this knowledge to help you maximize your operations.
    • Revenue Growth
    • Productivity
    • Contact Center Effectiveness
    No company strategy, no matter how brilliantly conceived, has ever succeeded without tight control of top-line revenue. However, as customer needs and expectations continue to change, companies must change with them or risk missing out on growth opportunities. Alexander Proudfoot can offer solutions to take advantage of changing environments.
    Making a determined drive towards increasing productivity as a means to secure operational improvements can play a pivotal role in realizing the full potential of their business. Improving productivity and increasing organizational effectiveness can deliver a real step change in business performance, enabling companies to gain a valuable competitive advantage over rivals.

    We help companies across all industry sectors to transform contact center effectiveness, providing practical solutions to solve our clients’ most persistent issues. In our experience, many companies overlook significant opportunities to grow revenues and improve profits by managing their contact center more effectively. Our customized seven-step contact center improvement program ensures workable solutions to common shortcomings, driving benefits straight to the company’s bottom line.
    Other Areas
      • Management effectiveness
      • Business process reengineering
      • Customer service
      • Field services
      • SG&A and back office
      • Stock control
      • Procurement
      • Supply chain
      • Order entry
      • Research & development
      • Accounting
      • Finance
      • Contact centers
      • Maintenance
      • Administration
      • Warehouse/logistics
      • Shipping and receiving