Contact centre development
We have a proven history of working alongside public and private sector organisations to deliver solutions that are tailored to their strategic aims, but achievable with the resources they have at their disposal. We do not have a set of prescribed solutions but instead focus on understanding the fundamental aspirations of the organisation and helping the top team to determine the most appropriate target operating model and organisational structures that will deliver their business vision.
We can draw upon a wide team of experienced and committed consultants who have all held senior positions in major organisations before moving into the consultancy sector. All of our consultants, whether directly employed or associates, enjoy working closely with our client organisations and rapidly become trusted and valued members of the internal teams.
We bring experience in all aspects of programme management and shared service centre set up, and have a range of techniques and methodologies that we can share and tailor to ensure that the development and delivery process is well managed and, wherever possible, undertaken by the organisation’s own resources.
In this way we ensure effective skills transfer to internal staff and also help to build their confidence for tackling other challenges in the future. An early aim in any assignment is to identify the potential contributions of internal resources who are available to support the work so that our own contribution is focused on filling any skills gaps and providing support to internal resources developing into their roles, for example by providing templates or guidelines for specific tasks or through one to one coaching.
We can offer the following areas of expertise ranging from initial definition of the business vision through to successful implementation of the chosen solutions. We can provide support throughout the change delivery project or at specific times during the process, as required.
| Strategy |
Agreeing the future for the organisation - what services will it offer, how will it be organicsed, what is the commercial model, etc. |
| Scope & plan |
Project definition; process model, organisation design and IT architecture; high level business case, rollout strategy, detailed project plans. |
| Integrated design |
Process design, IT and HR requirements, detailed business case,
detailed operating model, testing plans, implementation plans. |
| Build |
IT solutions, service delivery and operational management procedures,
training performance management processes, premises and equiptment. |
| Integrated test |
T solutions, service delivery and operational management procedures,
training performance management processes, premises and equiptment. |
| Implement/Rollout |
Cutover to new ways of working, recruitment, training,
data conversion, customer communication, premises moves. |
| Benefits realisation |
Monitoring against business case, continuous improvement. |
| Change Management (staff impact, communication, etc) |
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| Programme Management (project protocols, plan management, scope management) |
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| Programme Management (project protocols, plan management, scope management) |
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We have worked with the following clients to help them establish and run their shared service centre operations:
- Harvest Housing Group (approximately 15000 housing stock) - supported development of a new operating model for the Group (covering all Group and service delivery activities), which culminated in the set up of a new shared service centre which now provides central finance and IT support as well as direct service delivery to tenants.
- Northern Counties (approximately 22000 housing stock) – partnered in a strategic review: analysed current activities, developed a new Strategy and Operating Model, directed re-design of all service delivery processes, supported premises re-location, developed the CRM IT solution, supported recruitment and training of new staff and throughout provided project management and implementation support for the new Customer Services Centre, which is now operational.
- Regenda Group (approximately 12000 housing stock) providing support to a major transformation programme which includes the establishment of a new corporate centre and customer service centre; led initial project scoping, planning and inception; supported recruitment of full time project manager; directed re-design of all service delivery processes; providing ongoing coaching and support to new customer services centre manager; scoping and supporting the development of the centre’s operational procedures; capacity planning; leadership development programme.
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