Improve contact centre performance without compromising the fundamentals of your business.

Overview

It’s no secret that outsourcing can reduce your operating costs – and moving key tasks offshore will probably deliver the biggest savings. But for most businesses, there’s a trade-off which can be hard to quantify: cost vs performance, or brand reputation. Our experience and robust analytical processes can give you a clearer picture.

The Situation

A quintessentially British retail brand’s service function was delivered using a mix of in-house contact centre staff with a small UK-based outsourced team.

To reduce costs, it was considering moving its operations to an offshore provider. Our extensive outsourcing experience meant we were equipped with the tools required to help them make an informed decision on whether, or not, the shift was worth making, for both their business financials, and reputation.

Our Approach

Our analysis of what an offshore move would mean, confirmed the retailer’s view that offshoring could cut costs by a six figure sum. However, because of its strong British heritage, moving its customer service overseas risked damaging the brand reputation – with potential losses outweighing the savings.

This is just one example of how our services can support clients with flexible outsourcing to best suit the specific needs of their business.

Return on Investment

With our recommendation to making greater use of onshore outsourcers the client delivered substantial cost reductions without the added reputational risk.

Wherever you are on your outsourcing journey, Davies can help you take the next steps. Contact us for an initial conversation to discuss your current situation.

Simon Dillsworth
Managing Director, Consulting
Simon.dillsworth@davies-group.com

Michael Anderson
Vice President – US/Canada
michael.anderson@davies-group.com