How we helped a large global brand discover new contact centre suppliers

The brief.

Our client approached us to gain a better understanding of the outsourced call centre supplier landscape. Having outsourced for a number of years to a selection of suppliers in the UK, they were keen to get a better understanding of the current UK outsourced market and what alternative suppliers were available. This included being interested in learning who could support them and from where, their previous success stories and case studies, and what rates they could expect.

Our services.

Within the programme, we helped our client to:

• Understand customer service delivery models for similar complex products to theirs.
• Explore the channels that are currently served by their competitors.
• Benchmark their current supplier prices against like-for-like services delivered by other suppliers.
• Highlight potential new delivery locations for language requirements, backed up with country assessments to shape their understanding of potential new markets.
• Review their contract and commercial model to ensure they were going to market with an industry-leading proposition.
• Support the development of their Request For Proposal to ensure they went to market with a clear, compelling sourcing event that led to better submissions from suppliers.

Through our benchmarking services, we were able to demonstrate to our client how their current suppliers compared to the rest of the market. We created a report for them which compared their current suppliers and provided a view of alternatives, including comparisons between:

• Charging mechanisms.
• Price points across geographies and languages.
• Scale of capability.
• Scale of languages.
• Ranking in markets.
• Detailed case studies for each supplier.

“Your insights really helped us understand the available options for engaging a new supplier. We started to learn more about the wider market and your review of our contract, commercial model and RFP, was invaluable.”