Insourcing for Contact Centres
Currently outsourced, but want to take more control of your performance? We facilitate insourcing your customer contact, bringing it fully or partially back in-house if a partner is unable to deliver – making sure the plan and execution sets you up for success from operating model, through technology to leadership capability.
Tailored facilitation of bringing back your outsourced contact centre – planning, preparing and executing
Whole or components
Operating model
Organisational design, roles
Considered approach to transition planning
KPI design
Recruitment profiles
Technology and automation
EAR process (eliminate, automate, reallocate)
Leadership, coaching and training
Execution and embedment
Operating rhythms and routines
Staff engagement and communications
01
SCOPE
Agree scope, objectives and deliverables
02
DISCOVER
Review current state and delivery
03
ENGAGE
Identify and engage project resources
04
DESIGN
Co-design fit for purpose solutions
05
EXECUTE
Soft launch and continuous iteration
06
EMBED
Stabilisation and benefit realisation
01
02
03
04
05
06
SCOPE
Key objectives across the triple play
DISCOVER
Qualitative & quantitative reviews to establish strengths & opportunities
ENGAGE
Set up program governance, structure & engage business leads & SMEs
DESIGN
Operating model, capability framework, capacity planning, systems, technology, QA, reporting, operating rhythm
EXECUTE
Phased build & transition to protect performance, continuous iteration to optimise achievement of objectives
EMBED
Monitor embedment, ensure early intervention to achieve strategic objectives