Success Stories
Global Consumer Products Company
"Thank you for assisting and guiding us through our first major business process outsourcing initiative. You were instrumental in taking us from concept to completion of a significant transaction. As a result of your guidance, we are better prepared for the challenges of transforming our business."
Engagement Executive
Objectives
- Deliver cost savings to the business
- Transform and consolidate technology platform to better support business requirements
- Improve and establish consistent levels of service across the enterprise
- Improve flexibility and the ability to respond quickly to new demands for contact center services and changing business needs
Scope
- Annual spend of approximately US$40 million
- Approximately 30 million annual contacts
- Approximately 600 FTEs in Year 1, growing to 1,000 FTEs by Year 5
- Transition inbound work from 15 client locations to service provider centers in Canada, Europe, South America and The Philippines
Results
- Service provider contract with a value of US$160 million over five years
- Net savings projected at 20+ percent
- Use of the service provider's leading edge technology platform and infrastructure enables transformation to improved, leveraged, standard tools, methods and processes to better support the client's business requirements
- Services to be transitioned using phased approach
- Service provider to utilize client-retained and hosted business applications in its contact centers