Contact Centre Outsource

Vendor management multiple suppliers connected by lines

What was the problem?

A large life and pensions provider was struggling to maintain the high levels of customer service it prided itself on, due to a capacity constrained contact centre.

Having sought to increase capacity through recruitment, it was determined third-party support would be required.

With the tax year end just a matter of months away, an outsourced contract centre provider needed to be sourced and operational quickly.

The Hanya way. . .

With our knowledge of the contact centre and BPO marketplace, we were able to develop a shortlist of qualified providers to engage in the sourcing process.
Leveraging our toolkits were able to work with the Client to rapidly develop the tender documentation.
Using our collaborative methodology, we were able to accelerate sourcing and selection process.

And the Results…?

Real trust and actions emerged. Results secured:

The Client identified a preferred Vendor within 7 weeks of Hanya being engaged.
Our collaborative approach ensured a clear alignment on objectives and ways-of-working.
Rigorous negotiations ensured commercial certainty for the term of the agreement and protection beyond.

Get in touch

Back to Client Stories page