OFF-SHORING ADVISORY
BACKGROUND
- A leading Australian general and personal insurer was facing challenges with the BPO servicing customers of its challenger brands.
- Grealy Consulting was engaged to advise and guide the client in preparation for a BPO contract review to improve sales and CX.
APPROACH
- Through a series of facilitated workshops, we exposed the client to best practice, assisted them articulate their future requirements and find commercial options for current problems.
- Our workshops including upskills for the client on effective management of BPO relationships.
OUTCOMES
- The workshops enabled the client to re-design their SOWs prior to issuing a new RFP and instilled client managers with greater confidence in their approach (the most common questions in workshops were: Is that possible? Can we do that?)
LESSONS
- Don’t be limited by your current approach, unless you’re certain its world class.
