Optimising Your Workforce: The Four Strategies That Make A Difference

Robust workforce planning ensures you keep your customers satisfied — but it isn't easy to get it right. In this blog we discuss the four pillars that all organisations need to have in place.

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Some Assembly Required: Building an Outsourcing Relationship

Have you built an outsourcing relationship from the ground up? No? Do you have experience with building a piece of flat-pack furniture? Well, then you're qualified to join Rik as she goes through the three steps to assembling your perfect business partnership.

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Transformation: It's Not Just for Sunny Days

It’s not a new conversation, and it really should be the foundation of every strategic conversation between a BPO provider and their client: how are we transforming your business?

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NPS is Not Just a Number

One of the advantages of working for an outsourcer is that I get the opportunity to understand how each of our clients is using their net promoter score to drive a better experience for their customers. Our clients are doing just that – using the feedback and score to better understand drivers of low scores and modelling what drives a customer to be a promoter.

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How to Find the Right Outsourcing Partner

As an outsourcer, we see a lot of requests for tender/proposals and the quality and clarity of these can vary dramatically. There are a lot of common mistakes that make it very difficult for companies wishing to outsource to get a real understanding of their options and even the potential costs of outsourcing.

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