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.
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.
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.
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.
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.