A Major Phone Retailer

With major capital investment required and a desire to reduce costs, the company asked us to help it assess options for an improved operating model.

The Requirement

Though our client – a major mobile phone retailer – recognised its customer contact centre was strategically critical, its actions suggested otherwise. Investment in it had been historically low, especially when compared to its retail environments. Further, some of the company’s senior decision-makers were of the opinion that the existing contact centre operation could not be transformed to deliver the customer experience the business wanted to provide, nor to embrace digital.

With major capital investment required and a desire to reduce costs, the company asked us to help it assess options for an improved operating model.

The Solution

We led a project team tasked with assessing options for improving investments, site rationalisation and the potential for outsourcing some or all of the services.

Following detailed performance analysis plus interviews and workshops with employees, we recommended the outsourcing of the contact centre operation, and designed a robust model with a compelling commercial rationale and financial incentive to reinforce this course of action.

This secured board level agreement, so we were then asked to manage the end-to-end procurement process, which included complex and groundbreaking commercial structures that needed to be carefully gauged to deliver both financial and operational outcomes. We also ensured that the governance structures were properly specified, budgeted and implemented.

The Result

The company moved to an outsourced model on schedule, and since then performance has improved and costs have been reduced. Furthermore, the new outsourced provider has helped the company expand its digital customer service.

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