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Telecommunications Leader

Telecommunications Leader

by | | Blog

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

Creating High Performing Teams

by | | Blog

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

Telecommunications

by | | Blog

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

General Insurer – Challenger Brand

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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...
Global/asian General Insurer

Global/asian General Insurer

by | | Blog

Reading Time: < 1 minuteBEST PRACTICE – IN-HOUSE OPERATIONS CENTRES BACKGROUND A global customer experience audit exposed an urgent need to address capability and process gaps in our client’s Asian operations centres. Operating in India, Hong Kong, China, Thailand,...
General Insurer

General Insurer

by | | Blog

Reading Time: < 1 minuteOFF-SHORING ADVISORY BACKGROUND A leading Australian general and personal insurer was off-shoring at scale for the first time. Grealy Consulting was engaged to advise and guide the client through their off-shoring implementation at the...
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Where we’ve helped clients:

  • Australia
  • Phillipines
  • India
  • USA
  • Hong Kong
  • Malaysia
  • Thailand
  • Singapore
  • South Africa

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