Telecommunications Leader
Reading Time: < 1 minuteBUILDING PHILIPPINES IN-HOUSE OPERATIONS CENTRES THAT ’POWERED’ BPO PARTNERS BACKGROUND Between 2007-12 Telstra’s Philippines BPO operations grew to 14k FTE with multiple business units operating to their own standards and no clear CX...
Creating High Performing Teams
Reading Time: 2 minsLEADERSHIP MINDSET / CX BACKGROUND Performance improvement initiatives are only sustainable if the local leadership team authorises itself to drive change and shifts to a continuous improvement focus anchored on delivering core business outcomes –...
Telecommunications
Reading Time: 2 minsUS TELCO/PAY TV PROVIDER – CX IMPROVEMENT BACKGROUND US telecommunications company with outsourced Care (billing), Technical assurance and Sales work in Manila (~600 FTE) and the USA – primarily voice work. Product lines include: fixed line, video...
General Insurer – Challenger Brand
Reading Time: < 1 minuteOFF-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...
