Our media client’s existing traditional contact centre and fulfilment services provider did not meet their needs, particularly regarding resource flexibility during customer contact demand peaks (such as reader offers, promotions, and weather-related delivery issues). The decision to transition to a new outsourced supplier required expert assistance to ensure a seamless migration without service interruptions or degradation
Our Approach
- We improved day-to-day scrutiny of the incumbent supplier’s performance.
- Established appropriate governance and communication expectations for managing the new supplier.
- Created a robust plan for phased migration, emphasizing shared ownership and commercial incentives for successful achievement.
- Redefined performance targets and processes to align with a homeworking delivery model.
- Collaborated to understand the newspaper brand’s fluctuating demand profile, enabling better anticipation of fluctuations on both client and supplier sides.
- Used this understanding to define the new supplier’s business requirements for their workforce management (WFM) solution.
Results
- A smooth migration between suppliers, maintaining service levels and improving first contact resolution.
- Lower costs and a significant six-figure reduction in contact centre and fulfilment services’ Total Cost of Ownership, achieved through more accurate and efficient demand forecasting.
