The client had a well-established contact centre operation. It provided customer service and first line technical support via two outsourced partners for both domestic consumers and businesses, across 30 national markets and 24 languages in Europe, the Middle East and Africa. But they wanted to explore the ‘art of the possible’ to identify a future direction of travel and outsourced contact centre business partners, so they asked us to help.
Our Approach
- To help shape the tender, we presented a range of potential future approaches – from BPO Operating Models to Commercial Models, Technology to Locations – to prompt discussion and arrive at a prioritised development roadmap
- Armed with the roadmap, we created a long-list of best-fit BPO providers. This included a range of high-profile global BPO firms familiar to the client and ‘challenger’ suppliers with enhanced technology expertise and qualifications.
- Based on the BPO firms’ credentials and our analysis of the client’s specific customer management challenges, an RFP shortlist was developed
- WE developed the RFP and managed the client through the remaninder of the procurement process until a preferred bidder was selected.
• We managed the whole process through to a final selection stage.
Results
- The client felt they had a comprehensive and up to date view of the market and that its “ask” of potential partners was clear and tightly aligned with its business goals and culture.
- The consolidation to a single BPO supplier and a committed new development road map resulted in an early annual 6-figure budget saving, which will grow further through the life of the contract.
