EMEA Contact Centre Design and Outsourcing
Global Printer Manufacturer
Sector: Technology
Location: UK
Ownership: Japanese
Duration: Long Term
A global printer manufacturer engaged us to optimize their EMEA contact center operations by identifying best-fit outsourcing partners and developing a strategic roadmap, resulting in significant cost savings and enhanced service alignment.
Challenge
The client had a well-established Customer Interaction Centre (CIC) 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. They asked us to help.
Solution
To help shape the tender, we presented numerous potential future approaches – from BPO Operating Models to Commercial Models, Technology to Locations - to prompt discussion and help arrive at a prioritised development roadmap
Armed with the roadmap, we created a long-list of best-fit BPO (business process outsourcing) 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 their credentials and ideas about some of the client’s specific customer management challenges, with our support, the client team whittled down to a shortlist to take to RFQ, which we helped to develop.
We managed the whole process through to a final partner selection stage.
Outcome
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.
Client Quote
“The quality of the analysis of both our needs and the market was incredibly impressive. They supported us throughout, taking the strain of the process and allowing us to focus on ‘business as usual’. We are very pleased with our improved service offering and a significant cost-saving. I wouldn’t hesitate to recommend Steve and team to other businesses.”