Solution
Strategy, Feasibility & Benefits
Before you outsource a service, bring one back in-house or recover an arrangement that is not performing, we help you work out whether it will work and what it should return. Our advisers have led outsourcers and led the organisations that buy from them.
What we do
Outsourcing advice from people who have run both sides of it
We provide consulting, design, procurement, vendor management and project management for organisations building or changing an outsourcing arrangement.
Our team includes leaders from award-winning onshore and offshore outsourcers, and leaders who have outsourced their own contact centres and services, working alongside CIOs, CFOs, contract managers, project and change managers, and subject matter experts. That means we understand what the outsourcer needs and what the organisation buying the service needs, at the same time.
We've advised more than 30 organisations on outsourcing. We combine that experience with market profiling and benchmarks to match the right services to the right shortlist of outsourcers.
Whether you're planning to use an outsourcer, recover an arrangement that isn't working, implement a new one, or bring services back in-house, we can help.
What we offer
Independent service outsourcing
Specialising in contact centre outsourcing
- Strategy and design
- Requirements and vendor shortlisting
- Procurement, services and outsourcer expert support
- Recovery and optimisation
- Contract management
- Vendor management
- Innovation lab and SWOT team
- Scalable, out-of-hours design
- Contact centre specialists
The work
Case studies
CX & Service Training Specialist
Renting a trainer with specialist training capability helped to bridge a gap.
Read the case study ↗
Service NSW Customer Experience Consulting and Design
Design and build contact centres and onboarding new NSW Government agencies and services into the digital, contact and service centre services while…
Read the case study ↗Insights
Related insights
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Choosing between FTE and transactional pricing comes down to who carries demand risk, how predictable your work is, and how tightly you can define “done”.…
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Read the article ↗The Future of Outsourcing: Gig-CX and AI-Augmented Agents
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Read the article ↗Maintaining Quality Control in Outsourced Operations
Maintaining quality control in outsourced operations requires a single, shared definition of “good”, tight controls over external delivery, and a…
Read the article ↗Outsourcing Success: How to Scale Support Without Losing Your Soul
Outsourcing can scale customer support quickly, but only succeeds when the outsourcer operates as an extension of your brand, not a low-cost substitute.…
Read the article ↗Risk-Free Transition: How to Migrate to a New Outsourcing Partner
A risk-free transition to a new outsourcing partner depends on disciplined governance, dual-running operations, and evidence-based acceptance criteria.…
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How to Managing IT Vendors: Moving from "Supplier" to "Partner"
Effective IT vendor management requires a shift from transactional supplier control to strategic partnership design. Organisations that achieve this…
Read the article ↗
