How we helped a leading UK retailer optimise their outsourcing partnership

The brief.

Our client, a leading UK retailer, engaged us to review their long-standing relationship with their outsourced customer care supplier. They sought to identify areas for improvement, benchmark rates, assess performance, and ensure the contract drove the right behaviours in the supplier.

Our services.

Within the programme, we were retained to:

• Conduct a contract health check, aligning it with industry best practices to better reflect the customer’s strategy and incentivise supplier performance.
• Leverage our price benchmarking tool, covering data from 2.1 million FTE across the global customer care marketplace, to ensure fair and competitive rates.
• Develop a sourcing strategy, recommending changes to the retained organisation, creating a risk and reward mechanism to drive performance, and establishing a robust governance framework.
• Support the procurement of a new technology environment, reducing dependency on the supplier for key systems.

“tkg’s engagement was transformational. We achieved outcomes beyond our expectations. They are true experts, professional, knowledgeable, and a pleasure to work with.” 

The result.

Our work results in over 25% savings in customer operations costs, without the need to change suppliers or test the market. The outcomes were achieved through specialised expertise in managing supplier relationships, while safeguarding the customer experience.