experience
Group of diverse women having a business meeting
our experience

bringing you the combined knowledge, experience & capabilities both from working together as a team & from the opportunities that each of our associates has been involved with throughout our careers

created & led a partnership for a central government agency with an experienced contact centre bpo.  developed a new customer proposition for uk pensioners designing the end to end customer journey & delivery model.  set up & led the 2500 seat contact centre operation.

customer journey uk government

led the planning of a large scale transition between 2 bpo suppliers (1800 seats).  developed a quality plan with commercial guarantees to underpin an increase in the % of work being delivered from south africa.  presented plan to exec & secured sign-off.

transition & transformation global bpo organisation

led an exercise to source a contact centre partner for a UK retailer (including financial services products).  the solution commercially incentivised the partner to deliver a digital transformation programme & improve the customer experience.  established financial services regulatory governance & controls across the partnership. 

partnership development uk retailer

completed an advisory engagement to develop a global business services solution with a global bpo insurance business to transition c800 operational, finance, hr & it roles from uk, north america & australia to south africa.  led the programme to establish the new operations (people. infrastructure, technology, processes) in cape town & johannesburg. transitioned the leadership to the new exec team.

operational leadership global bpo organisation

developed a customer contact transformation plan that created a digitally led proposition with 40% operational cost savings.  structured a transformation plan & simple, visual governance model to ensure successful delivery of agreed outcomes.

transition & transformation uk retailer