Efficiency in Call Centre Infrastructure
Background
A leading UK Financial services group had decided to transfer telephone call handling from branches to UK based call centres. This required a significant uplift in call centre capacity and capability. The provision of IT infrastructure for the call centres was outsourced to a tier 1 Telco provider. The cline needed to ensure that the outsourced service was performing optimally and that the new call centres could be delivered and operational in time to support migration of call traffic from the branches.
Consulting Stream were engaged to carry out a review of the outsource arrangements and to programme manage the delivery of the new call centres.
Business Challenge
- Our client faced the issues of:
- Cost management of outsourced services
- Unclear governance and ownership of the relationship
- Aggressive timescales to expand capability and capacity
Services Provided
- Contact Review
- Executive Briefing
- Programme design
- Programme execution
Skills Deployed
- Contractual Analysis
- Commercial Analysis
- Improvement Planning
- Programme Management
- Supplier Management
Our Approach
Two complimentary workstreams were established. One establishing a governance and delivery framework for the new call centre capability, the other reviewing the existing contractual arrangements.
In the programme workstream a new set of practices were established, based on the clients project management methodology. This allowed greater visibility of individual projects, their spend and dependencies. The engagement with stakeholders was also greatly enhanced.
In the contract workstream the areas of service management, operational management, service metric and commercial framework were investigated. From this a renegotiation strategy was defined to enable the contract to live up to its promise in terms of delivery and value.
These two streams not only facilitated the delivery of the additional call centres, but enabled a service improvement programme to be undertaken to retrofit the learning to existing call centres.
Consulting Stream was then requested to provide supplier and contract management advice to the groups procurement management function.
Business Outcome
Following the completion of the assignment the client was able to complete the migration of calls from branches and even in a position to start looking at a technology refresh programme for its call centres, as well as exploring off shore options. The recommendations on the contract were used as the basis to re-tender the networks via a formal process, with ultimately a new supplier being selected. In the interim the client was able to extract greater value and reduce internal ‘man marking’ associated with the contract.
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