Our client, a leading telecommunications company, was dissatisfied with the level of customer service provided by their service centres which were outsourced to various parties. They needed to assess the feasibility of bringing service in-house, and to understand the costs, risks and benefits of doing so.

We firstly worked to analyse, understand and articulate our client’s service centre requirements. This meant reviewing detailed call analysis and projections, as well as customer needs and strategic needs. Based on the analysis, we developed a detailed plan to create a service centre in-house, which covered:

• Staffing requirements (skills and numbers)
• Telecommunications and infrastructure needs
• Physical site recommendations for building and fit-out
• IT infrastructure, tools and applications required
• Team structure, with roles and profiles for mangers and team leaders
• DR strategy
• Process impacts and change required.

We brought all this together into a business case and project plan. We also highlighted risks and mitigation strategies.

After assessing internal and external options, our client chose to in-source their service centre.