Given the cost and complexities of attracting and retaining skilled contact centre resources for short term surges in demand, our client appointed us to support them to build out an eco-system or network of qualified and accredited contact centre suppliers, across the UK, EU and South Africa. We were engaged to review their resourcing and service delivery plans in partnership with their recruitment team and create a subcontracted delivery model for them. The aim was to enable them to enhance their capacity and capability and mitigate recruitment risks and service volatility during surges in capacity.
The client was impressed by our innovative approach to building flexible, cost-effective and time-efficient peak management services. Given our experience with similar clients, we were engaged to deliver a full scope of services, including the design, set-up and service implementation of the solution, all the way through to managing the ongoing operational service assurance of the subcontracted contact centre suppliers.
This project allowed our client to access new resources, initially for a short period of time to help them cope with the surges in demand at certain points in the year. The partnership between our client and their supplier has now grown to include multilingual language delivery, an all-year-round supply of talent and a more flexible service delivery model.
We were retained to shape, steer and drive the programme. Our services included:
“We are proud to have successfully delivered the programme, given the complexities and the interdependencies between tkg and many other stakeholders. We were able to obtain a balance for our client of enhancing their service delivery, whilst also building in scalability and good programme discipline.” – tkg team
“With the involvement of your team of industry experts, we were able to support our client to manage complexities and establish greater control and consistency. Our core team were able to focus on business-as-usual delivery, while tkg took care of our seasonal peak. We thoroughly benefitted from working with them.” – CEO, client
The programme has been successful in building out capabilities for our client across an eco-system of suppliers providing frontline contact centre resources across the UK, EU and South Africa.