- 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
- Market assessment, strategy and business plan development for contact centre business process outsourcing opportunity
- Market Entry
- New businesses
- Contact Centres and Customer Service
- Cost assessment
- Roadmap development
Near-Eastern Telco
Business plan and market entry strategy for Turkey to become the ‘location of choice’ for the off shore contact centre outsourcing
The Philippines and India have created large industries that meet the clerical and customer contact processing needs of more developed economies by the provision of ‘off shore’ business process outsourcing services. This is despite long distances, cultural, accent and other practical diffi culties, and similar outturn costs to locations such as Turkey. Our client wanted to determine if there was suffi cient potential for Turkey to make a decisive investment, and if so, what was the business case and what were the actions required to make Turkey a ‘location of choice’ in its target markets. In addition to the benefi ts to Turk Telecom, our business case assessed the impact of successful market entry on growth and employment.
David provided contact centre expertise into the project, providing the ‘cost line’ of the business case and providing a clear defi nition of the key building blocks or enabling actions that were prerequisites to successful market entry. The latter were critical as Turkey was a late entrant and had work to do to ensure potential clients knew services benefi ted from excellent and low cost telecommunications, access to high quality labour and offi ce premises and surrounding infrastructure that provided acceptable working conditions for employees and visiting clients. David painted a ‘vision’ of a ‘Contact Centre City’, a location that would showcase Turkey’s service delivery capabilities and act as a centre of excellence, constructed a road map toward achieving it and estimated the costs using his expertise and benchmarks.
Coupled with analysis of market attractiveness of the set of languages that Turkey could serve and economic analysis, our work produced a clear case for the signifi cant investments required. For the Turkish economy, the analysis identifi ed an opportunity that would have 1 3-4% impact on GDP.