- Major industry restructure – Definition, negotiation and delivery of service level agreements to support water industry transformation in Ireland
- Consortium major UK Telcos – Delivery of an independent assessment of cost impact of regulatory proposals for industry change to ensure correct decisions taken and appropriate budgets allocated
- Neareast Telco - Business plan and market entry strategy for Turkey to become the ‘location of choice’ for the offshore contact centre outsourcing and grow GDP by 3-4%
- Ofgem – Provided assurance to the government and industry that preparations for the introduction of competition would result in a smoothly customer and market operations
- HMG – Energy/FS – Delivering a detailed design for partner relationship and other business functions to accelerated delivery of a complex multiparty start up
- Altnet/Mobile, ESAT – Facilitated planning for a joint venture, subsequently executed, to use railway telecoms assets in Ireland to establish a national SDH network, working with senior technical, marketing and financial managers
- Major utility – Accelerating an outsource transaction, informing decision making with best practice prior to a 2,500 seat outsource.
- Major Telco – Provided advice to reduce risk after assessing the operations, cost base and key contracts of Panamanian customer operations, for business operating in a highly competitive market
- Major Telco, UK – Review of value - for-money and operation of customer service outsourcing contracts to assess scope for reducing operating cost through price reduction or more rigorous application of service credit regimes in the contracts
- nPower – Reducing the risk of repeat multimillion pound fines by the regulator for mis-selling by advising on new supplier and contract
- HMRC – Researched experience in FS and outsourcing organisations with front and back office integration, to apply it to its problems in delivering a reasonable customer experience efficiently and lower cost
- Premium TV – As part of a start up to deliver tax benefits, seconded to run customer services to ensure compliance to tax effcient model, also delivering £2m cost saving in outsource contract
- Utility – Resolved resource issues caused by business preparation workload from major change programme by procuring flexible outsourced service with guaranteed quality at costs 60% below more risky UK internal options
- HMG – Emergency intervention to assess failing outsource provider, identify and recommend improvement actions and provide a view on long term prospects to inform contractual decisions
- Barclays/GHL – Completed integration of Woolwich & Barclays mortgage customer operations, reducing cost. Led team to deliver data conversion, improved processes and new servicing, direct debit and other applications
- HMG Department of Heath – Advised on the definition, procurement and contract negotiation of a solution to meet volatile, large scale, pandemic-driven demand
- HMG Department of Health – Improved customer service through competition and innovative service design, leading strategy development and advising on procurement of £50m contract for outsourced contact centre services
- BBC – Advised the BBC on integration of BskyB services, customer and operational processes to enable it to use digital satellite broadcasting within its delivery infrastructure
- Major Tech retailer – Repairing a failing outsource deal and preparing for a future replacement solution
- Fraud investigator – Design of commercial model and contract schedules to support the replacement of incumbent service providers of outsourced ICT and contact centre services
- Ingeus – Design of target operating model to drive cost out and performance up in outsourced probation services
- Challenge and assurance to contract management of major contact centre outsourcing contracts
- Outsourcing
- Benchmarks
- Customer service
- Contracts
- Contract Management
- Controlss
Mobile Telco UK
Review of ‘VFM’ and operation of customer service outsourcing contracts
Mobile Telco has a constant requirement to optimise operations to free cash for developing the business. As part of a UK-wide cost reduction programme, David was engaged to lead a review of its key contracts in order to identify potential opportunities to recover lost value either through application of contractual terms and service level penalties or by addressing ineffective remuneration structures. As a large consumer business, it has a large, high value outsourced call centre estate dealing with inbound and outbound services.
On Customer Care, our work was led by David Costelloe who (1) obtained and assessed of the key contracts against good practice and pricing benchmarks, (2) interviewed personnel responsible for administering the contract and (3) observed what controls were applied prior to invoice payment and the use of service level agreements. We were then able to quickly identify best practices and areas for tighter control, and validated these using data from the ACD systems. We were able to draw upon our industry knowledge in assessing whether the contracts represented good value for money by assessing costs per productive minute with reference to benchmarks. We then made recommendations for improving the effectiveness of the remuneration structure in certain contracts, primarily correctly incentivising outsourcers’ delivery of outbound telemarketing services, in order to maximise value in the future.
The work provided assurance to the CFO that the outsourced cost base was both well managed and securing inputs at highly competitive unit costs.