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Ground Floor, Adamson House, Towers Business Park, Wilmslow Rd, Manchester M20 2YY
Accelerating service transformation in a global BPO
A leading global BPO house was concerned that the recent implementation of the next generation service model was not generating forecasted productivity improvements. Consequently, operational management buy-in was extremely low. The 360° Operational Review evidenced the root causes of service level erosion, end user experience complaints and productivity challenges across front and back office and field organisations. Working with regional management improvement plans were created that resulted in targeted service and quality levels being achieved and productivity improvements of between 15% and 35%
Maximising interval match for an outsourcer with a multi-site Covid-19 contract
Our client was performing work across multiple sites as part of the government initiatives to deal with the Covid-19 epidemic. Our client needed urgent support to create a scheduling pattern that could be applied fairly across all advisors, across all sites. We quickly understood all constraints and devised a schedule framework that was rolled out and delivered the closest interval match against the client requirement.
National Telco | Securing the business case benefits through behavioural change
The service organisation as part of the wider corporate agenda had moved to a new operating model and organisation structure. It had become clear to the leadership team that if they were to deliver the business case, they would need to invest in developing the capabilities and competence of front-line operational management. Delivery of forecasted improvements in customer satisfaction, and reductions in unit costs to serve were at risk.
An operational effectiveness review identified inconsistent and ineffective front line management behaviours and competence were adversely impacting their teams’ performance. This also amplified process and management system weaknesses. It was clear that front line managers needed to be equipped with the right tools, behaviours, and mindset if they were going to competently lead and coach their teams through change. The resulting behavioural change program designed to enable front line management to become trusted managers delivered a capacity release equivalent to a £21m cost reduction and 6 percentage points improvement in customer satisfaction. Refinement of KPIs and dashboards, and work and quality management tools helped to embed a sustainable approach to performance improvement.
Helping a BPO improve performance on a IT Services contract
The Divisional Director recognised that the outsourcing business was at risk of stagnating, while also believing that there was significant potential to grow revenues by >25% per year and accelerate profitability at an even faster rate. We conducted a 360° Operational Review to identify and quantify the missed opportunities, design a Future Operating Model to capture the potential and build the business case for improvement. The implementation of best practice operational management disciplines and an end-user centric approach to process improvement generated 5% CSAT and 10% SLA increases, a 62% reduction in complaints, and an operational capacity increase of over 25%. These results enabled the business to beat stretch revenue and profitability targets.
Enabling a US Education Services business to grow revenue without operational cost increase
We were engaged by a leading US-based education services business to identify and help deliver efficiency savings. We analysed and mapped Salesforce activity data across the customer journey. We were able to demonstrate how changes to the student journey could release significant commercial benefit to the business while improving the customer experience. The result was that business was able to absorb the following two years’ revenue growth without increasing resource levels.
Maximising interval match for an outsourcer with a multi-site public health contract
Our client was performing work across multiple sites as part of the government initiatives to deal with the Covid-19 epidemic. The client needed urgent support to create a scheduling pattern that could be applied fairly across all advisors across all sites. We quickly understood all constraints and devised a schedule construct that delivered the closest interval match against the client requirement.
Click here for more examples of our work – Business Transformation