Client Profile:
The call center outsourcing function for a leading financial services company was responsible for establishing and managing call center services (telemarketing, customer service, collections, and recoveries).

Business Objectives:
This group was tasked with building capacity for the company's call center requirements through increased outsourcing. The purpose of the shift from internal to outsourced services was to improve cost and performance, while enhancing flexibility and better managing risk.

The key to success would be to take full advantage of the capabilities brought by each of several supplier companies, while maintaining a high-quality, well-integrated face to the customer.

The suppliers were accustomed to a traditional relationship with the client company—more as a service provider than a partner.

The suppliers were asked to alter their normal ways of working with the client by collaborating with their competitors for the benefit of the whole system. A new way of approaching these traditional relationships was necessary for the network to be able to achieve its goals.

The Conversant Solution:
The client group identified the most important players among the supplier companies. Conversant then helped design and execute a supplier summit to bring them all together. The purpose of the summit was to harness the power of the combined efforts of the client company and its suppliers toward their shared goals. Specifically, the summit was designed to accomplish three major outcomes:

• Build communication protocols and relationships that would be necessary to innovate together and to
  create an efficient and effective call center network

• Gain traction on real issues and opportunities, launching cross-boundary initiatives that would deliver
  important results, which would benefit network members and customers

• Set up an ongoing process that would enable the network to learn and grow together over time

Results:
The following results were achieved or launched as a result of the two supplier summits:

• Improved alignment among suppliers and the client company have accelerated operational performance
  and improvement

• Greater familiarization among "customers" from the client company with the services that are available,
  increasing the opportunities for improved efficiency and cost

Initiatives arising from the summits have accelerated issue resolution and capitalized on opportunities more quickly.

Learn more about our Building The Agile Enterprise services.