Interim management helps Carphone Warehouse to get TalkTalk on track : Fast recruitment focuses specialist skills where they are most needed

Purpose – This article describes how an interim manager helped mobile‐telephone company Carphone Warehouse to transform its operations to cope with growing demand caused by the launch of its free‐to‐talk service, increasing its customer numbers from 385,000 to more than 500,000 in less than three months and hitting high performance targets for billing accuracy and timeliness. Design/methodology/approach – Highlights resourcing challenges and how these were resolved through interim management. Findings – Illustrates the benefits of interim management not only to provide high‐quality recruitment cover but to buy in specialist experience and skills as and when they are needed. Practical implications – Highlights the benefit of fast‐track recruitment to meet specific short‐term needs and projects. Originality/value – Contains plenty to interest top management in major corporations who are considering how to minimize overheads and maximize flexibility.