Our Capabilities

360° Performance Audit
We are experts in understanding the barriers to performance within an outsourced operation. We can help you identify the steps needed to perform well.

Working either for client organisations or for BPO operators themselves, we can understand current challenges, identify solutions and collaborate with all stakeholders to create a plan to improve.

Problems may exist across a range of measures, for example cost, resource delivery, customer experience scores like NPS, or efficiency.

We can perform this task for a BPO operator with an urgent need to improve performance quickly. If an account is loss-making for an outsource partner, we can help you identify the steps needed to return to profitability.

Alternatively, we can complete an audit for a client seeking quick improvements from a BPO provider or conduct a strategy review for a client seeking to understand their partner’s capability to meet long term requirements.

We study all aspects of the contract performance and identify root causes. We then quantify the performance impact of the issues we identify, which we express in commercial terms. We then identify steps needed to achieve peak performance.

The output is a clear road map for both client and outsourcer on how to perform to targeted milestone objectives.

Performance Improvement & Turnaround
Following a 360° Performance Audit, we can help you design and implement a Future State Operating Model to capture improvements so that desired target levels of performance are achieved.

For Service Provider (BPO House)
As a BPO house, you may be seeking to balance the delivery of client quality, service and customer experience targets, with the need to improve colleague productivity and drive down unit costs. We can accelerate the delivery of both those imperatives. We can rapidly build a plan, support the implementation and maximise the value of the remainder of the contract.

For Client
There are occasions when a BPO house is failing to deliver targeted outcomes. We can work with all parties to develop the actionable insights that can be developed into a set of recommendations and an improvement plan.

A combination of unrealistic expectations and operational assumptions contributing to ineffective forecasting and planning is one of the most frequent causes of service level failure that requires remedy.

We have a demonstrable track record of delivery. We combine deep industry and functional expertise, rooted within both line-management and consulting experience, with proprietary analytical tools and approaches to partner your teams in the rapid and effective turnaround of underperforming contracts.

Resource Planning Improvement
We are experts in the different forecasting and planning methods deployed in outsourcing, built from many years of working for both clients and suppliers.

We can review the resource planning methods that exist between client and outsourcer. We can recommend improvements, help gain consensus across all stakeholders and then implement.

Such changes may include frequency of communication of requirements, information exchanged, building new process and using coaching/training to boost expertise.

We can also work with outsourcers to implement the correct planning tools and processes to meet the demand of a new or existing account. This may involve creating new scheduling patterns, building expertise and/or improving the use of the WFM tool.

Performance Measurement
We are experts in the selection and definition of performance measures for outsourcing. Selected measures require strict definitions, requiring precise references to specific items from database tables.

A balanced set of measures should be chosen reflecting efficiency, quality, customer experience and revenue generation - aligned to desired performance / strategic objectives of contract.

Precise selection of measures is important to maximise performance. It is essential to avoid the alternative pathways, which occur when an outsourcer achieves targets on poorly-defined measures, despite performing poorly.

We strongly believe that the same measurement definitions and reporting systems should be in place for advisors, whether they are in-house or at an outsourcer location. We have experience in the delivery of delivery mechanisms that are identical whether advisor is in-house or at an outsourcer location.

We can support with measurement initiatives whether you are setting up a new contract, or reviewing existing measures mid-contract.

Pricing & Incentives
There are many types of pricing mechanism for BPO Contracts, including Cost Plus, Fixed Fee and Pay As You Go/Cost per Unit.

We can help you select the optimum method and then tailor it to your requirement. We can help you ensure that incentives mechanisms are created to drive the desired behaviours and performance.

BPO Transformation, including RFI & ITT Support
We can help clients with simplifying major changes in outsourcing strategy.

For example, we can help you implement outsourcing for the first time or to transform your existing outsourcing strategy, for example by altering the proportion of outsourced resource. You may wish to change supplier – perhaps offshoring. You may wish to make amendments to existing pricing or commercial terms in the contract.

We can assist with the RFI/ITT processes to help you select the best BPO partner. We can also advise you achieving the best commercial outcome from your outsourcing contract – for example whether there are opportunities to seize prior to commencement of an outsourcing contract.

We have significant experience in specifying and writing contract terms, and negotiating with other parties in order to achieve the optimum solutions for mutual benefit.