How we supported our customer to outsource their contact centre operation sensitively and effectively
The brief.
We were engaged by our client who was looking to outsource their in-house contact centre operation to a specialist contact centre supplier. They required support to design a service solution and then conduct a market engagement exercise. As we have previous experience in conducting projects of this nature and with our digital procurement platform housing a rich dataset on our marketplace of pre-vetted suppliers, we were able to quickly and efficiently support our client to meet their requirements.
Our services.
Within the programme, we were retained to:
Build a long list of suppliers that could meet our client’s requirements using our digital procurement platform.
Identify and shortlist suppliers who were most suitable for our client, providing a detailed analysis and deeper qualification criteria around the suppliers’ operational capabilities and experience.
Conduct a Request for Proposal process and score the responses collectively and digitally, to establish the most suitable supplier.
Support site visits where our client got a better sense of each shortlisted RFP participant.
Undertake financial due diligence on the selected supplier to ensure they met the necessary level of stability, and our client would be properly equipped with the complete picture of their chosen organisation.
Use our extensive knowledge of best practice, particularly in service schedules, to support the design and negotiation of the contract between our client and the chosen supplier.
“The Knowledge Group’s support was fantastic in helping our organisation understand the sourcing process, what capabilities were available in the market and ultimately deliver successful outcomes for our people and business.”
We achieved the following outcomes for our client:
Reducing estate costs including infrastructure, equipment, technology.
Delivering scalability and flexibility, allowing the organisation to handle fluctuations in call volumes without the need for significant investments in infrastructure and training additional staff.
Enabling the organisation to focus on core competencies and strategic priorities through working with a specialised supplier.
Improving customer experience through the supplier’s advanced technologies and systems, providing improved response times, reduced call waiting times, and enhanced customer experience.
