EMEA Contact Centre Design and Outsourcing
Global Printer Manufacturer
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.
Sector: Technology
Location: UK
Ownership: Japanese
Duration: Long Term
Building a Global Customer Service Capability
Global Luxury Apparel Brand
A global fashion brand transformed its customer service capability in parallel with a digital technology investment and the development of its first global ecommerce and branding presence - with operations in London, New York and Hong Kong.
Sector: Luxury Apparel
Location: UK, US, Hong Kong
Ownership: UK Plc
Duration: Long Term
Challenge
The client had an unintegrated customer service infrastructure which was:
• Poorly-resourced within the internal facility in Europe;
• Partially outsourced to a provider in North America;
• and not equipped to provide remote customer support at all in Asia and the Rest of the World.
The defective and inconsistent customer service network was not appropriate to support a new, global ecommerce website and infrastructure.
Solution
Analysis of existing operations, design of future state customer service Operating Model to align with digital transformation; roadmap for development.
Creation of global customer service business case
Subject matter expert support in the establishment of a new infrastructure:
Development of organisational design (roles, recruitment & training), customer management technologies, operational processes, quality, customer experience & business targets and reporting.
Outcome
• New, in-house contact centres in London, New York & Hong Kong
• 24/7 ‘follow the sun’ omnichannel and multilingual operation
• Enhanced product knowledge and sales capabilities
Client Quote
“You have been invaluable in helping us establish a global capability in less than 12 months. Thank you!”