At a glance


  • £3m Outsourcing of Customer Contact Centre
  • £300k (10%) saving achieved with the vendor
  • Strong contract with performance related payments
 
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Project:

Call Centre Outsourcing Negotiation

Client:

Confidential- major UK telecoms company

The client is a major European telecommunications, internet and financial services provider. It is the second-largest mobile telecommunications provider in the UK.

Scope:

The company wished to outsource its customer contact centre to ensure that its customers gained best possible service at a highest possible ROI. 

As the outsourced centre would often be the main form of customer service, exemplary performance was crucial.

Key Business Benefits:

 

Cost Savings:  £300k

Commercial benefits:

  • Clearly defined requirements and service levels, allowing performance to be contractually managed
  • Performance links to payment and service credits, ensuring supplier focus
  • Transition to the new call centre was smooth, with no impact on end customers
  • On-going vendor performance,  well-managed through governance processes, which had been contractually agreed
The Turnstone Approach:


Turnstone experts ran a tendering exercise to assess the market against the current internally provided centre. 

Like-for-like comparison was implemented, through a detailed requirements structure. Bidding suppliers included Teletech, Ventura, BT, Didata and Cable & Wireless.

The team utilised a structured negotiations process, incorporating all stakeholders as appropriate. 

This ensured internal buy-in and transfer of requirements into the end contract, allowing a smooth implementation.