Supporting the Transition Back In-House

  • 50% cost savings achieved

  • £300k per month saved


Whether you’ve outsourced what was previously an in-house function for the first time or moving to a new supplier, you want the transition process to be as smooth as possible, so that the new contract is best placed to deliver value from day one. An example of this is transitioning back to an in-house project.

Our experienced team has extensive experience and insight when it comes to transition projects, and are on hand to support you in managing the process effectively.

The Situation

One of the UK’s biggest local authorities felt its outsourced contact centre wasn’t delivering value for money – they decided to transition from outsourced to in-house services and design and plan new ways of working that supported the transformation of customer services.

Davies was asked to assist the project, offering insight and experience to effectively move the contact centre back in-house.

Our Approach

Davies managed the project by supporting the termination of the existing outsourcing relationship and moving the service back in house.

The transition included a TUPE of 400 contact centre staff back onto the authority’s payroll and some changes to processes and technology.

Our expert team brought some novel thinking and best practice tools and techniques to review the outsourced call centre contract. The subsequent contract negotiation was robust and challenged the outsource service provider to deliver value for money, improved governance and a better quality service.

Return on Investment

Within a year of the in-house service going live, the client experienced far better customer service, achieved 50% cost savings – equivalent to £300k per month – and managed to divert £32m of funding to go to front line services such as social care, housing and roads.

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.

Sean Keane
Director of Consulting Services

Michael Anderson
Vice President

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