Leading Danish provider of communications solutions: Customer Relations BPO

Transcription

1 Leading Danish provider of : Customer Relations BPO This ongoing relationship has seen a large Danish communications solutions company outsource its Customer Relations business process operations to Sitel. Version 1.0

2 p.02 Success Story Overview 03 Opportunity Background Sitel Solution Results Achieved 07

3 p.03 Success Story Overview The client is the leading Danish provider of and one of the TOP Tier corporations in Europe with market leadership across all segments in the domestic market with approx. 8.9 million customer relations. The main client ambition in the short term is to improve gross profit performance via seamlessly integrated solutions and world-class customer experiences supported by market leading networks, radical business simplification and employee pride. With that in mind, BPO has become one of top client s priorities, not only as an accepted management practice across most industries, but also because it s becoming more complex, going deeper into the value chains. The collaboration between Sitel and this communication company is helping them reduce costs, gain efficiencies, increase customer satisfaction and generally progress in its journey to achieve high performance. Opportunity Background As a leading company, the client is constantly looking for ways to gain efficiencies and compete successfully. It teamed with Sitel to explore the potential benefits of outsourcing its customer relations function. Sitel Customer Experience research shows that many leading companies use business process outsourcing (BPO) to gain access to specialist skills, economies of scale and support the drive to achieve performance. The client was also confronted by disappointing development in customer satisfaction (CSAT). Challenged execution of price and product changes as well as instability in recently launched products affected the number of inbound calls. In total, this caused the recommend score to decline by 2 points to index 64, CSAT decreased by 3 points to index 72, and unacceptable customer experiences increased by 21 points to index 72 (2009=index 100). sitel.com

4 p.04 Profound efforts to improve customer satisfaction were defined by the client executive team as a top priority for the following years. The client also recognized the benefits of using a Global Leading Customer Experience partner to help improve the performance of its customer relations organization, enhance its ability to work closely with the business and embed solid controls and governance structure. A further aim was to provide a specialist organization that would be able to attract and retain the best talent, with a better mix between cost reduction (primarily driven by more competitive wages) and efficiency improvements (driven by proven employee performance management methodologies). The communications company chose Sitel based on the excellence of its existing delivery centers across Europe, the professionalism of its staff, and its extensive experience in Customer Relations BPO to maintain high levels of satisfaction for customers and employees alike while reducing costs. Sitel Solution As a first phase of the project, with a two-month internal consultation and planning phase with management, unions and employees, several initiatives were taken to ensure staff at client locations were able to ask questions and seek information. This stage helped ensure a smooth transition with very few escalations or issues. More than 740 employees transferred to Sitel and the company has since added 200 roles locally. Instigating a variance-based management methodology for staff appraisals strengthened the team s performance culture by substituting rigid key performance indicators with a more consultative measurement scheme focused on overall satisfaction. The system has helped staff better understand how they can support the client s customers and improve their performance through defined goals which correspond with corporate objectives. Sitel leveraged its existing global operations toolsets and methodologies to help reduce risk during the important transition phase, while speeding up the process. In addition, Sitel s knowledge transfer capabilities, again backed by proprietary frameworks, played a key role in supporting a successful transition within a four-month timeframe. sitel.com

5 ... The collaboration between Sitel and this communication company is helping them reduce costs, gain efficiencies, increase customer satisfaction and generally progress in its journey to achieve high performance...

6 p.06 The scope of the customer relations BPO deal has naturally expanded from a transactional approach to include more value-added services, in a project that was designed to help the client achieve its ambition to provide best-in-class customer engagement and satisfaction. Less than a year after the customer relations BPO began, Sitel also helped by acquiring and delivering the client s customer service contracts with other 3rd parties companies. This approach was chosen to help reduce risk for the client, reduce even more their costs and streamline customer experience with their brand. Subsequent to the final wave of transition, a transformational BPO arrangement designed to move the client to a process-centric organization was put in place to benefit from centers of excellence and continuous process improvement. The process also involved migration of volume to Sitel s own facility in the United Kingdom offering substantially lower cost base compared to in-country operations. Near-sourcing elements of the program to Sitel s Kingston upon Thames site has also added 150 United Kingdom jobs and provided mobility options for Danish employees. The migration to near shore sites is expected to deliver 30-40% cost savings on the unit price compared to current onshore solution.... More than 740 employees transferred to Sitel and the company has since added 200 roles locally. The migration to near shore sites is expected to deliver 30-40% cost savings on the unit price compared to current onshore solution... sitel.com

7 p.07 Results Achieved The results of the first phase of this project were publicly recognized by the client, highlighting Sitel s ability to deliver complex in-sourcing and multinational customer experience projects. The client has achieved initial labor cost savings combined with a high accuracy rate more important, the client has found that outsourcing has yielded significant longer-term benefits as well. Said the Senior Executive Vice President, Channels: Our work with Sitel has delivered on all of our project metrics and importantly, has led to a better customer experience provided by highly motivated, highly trained customer care experts With Sitel s help, the client s decision to outsource its customer relations processes is helping to support its drive to become a high-performance business. Sitel s experience and trusted toolsets were pivotal in helping to ensure a speedy transition of the processes and then a short stabilization period. Since the go-live, Sitel has continued to leverage proprietary assets like its Operational Excellence tool to improve predictability and repeatability. The client has also experienced significant increased customer satisfaction and boosted employee engagement by outsourcing customer relations processes to Sitel. As a result of full staffing, more than 80% of calls are now answered within 20 seconds with less than 3% of contact abandon rate, supporting a smooth and seamless experience for clients customers, but as important, the Sitel team is incentivized to contribute ideas for improving processes, creating a culture of continuous improvement. Our work with Sitel has delivered on all of our project metrics and importantly, has led to a better customer experience provided by highly motivated, highly trained customer care experts Client Senior Executive Vice President sitel.com

8 ABOUT SITEL As caring for customers becomes the differentiator that drives consumer spend, Sitel is advancing its position as a provider in outsourced customer care innovation. Keeping the promise of better experiences is how Sitel is helping the largest brands in the world retain and grow their customer base. As a leading global outsourcing service provider of customer experience management across multiple verticals, Sitel combines knowledge sharing, a people first culture and unparalleled excellence at both the global and local level. Whether you partner with us as a client or associate, you will discover what it takes to deliver outstanding customer experiences. With over 30 years of industry experience, Sitel's 61,100 employees support clients with CRM contact center services that provide predictable and measurable Return on their Customer Investment by building customer loyalty, increasing sales and improving efficiency. Sitel manages client programs on behalf of some of the best known brands in the world, with global solutions that include customer acquisition, customer care, technical support and social media programs. Sitel maintains global standards of excellence, operating in approximately 108 facilities in 21 countries, supporting client customers located in 62 countries across North America, South America, Europe, Africa and Asia Pacific in 40 languages. July 2015, version 1.0 All Rights Reserved Sitel Global Headquarters Two American Center 3102 West End Avenue Suite 900 Nashville, TN USA Phone: Toll-Free (in U.S.): Sitel sales-na@sitel.com