Challenge

After a period of significant growth, Elvie needed to:

1. Support servicing in 11 European languages, including difficult to source Nordics
2. Empathetic advisors to support mothers under pressure
3. Facilitate growth in new territories, new languages and cultures
4. Flex up and down in peak periods
5. Extend operational hours
6. Deliver better customer outcomes
7. Make cost savings to re-invest in new technology and innovations.

Solution

CCP helped the senior team to define their contact centre requirements.

Through a combination of our Radius Tool, market knowledge and experience, we identified a shortlist of best-fit nearshore and offshore partners. We:

1. Set up and hosted partner introductions 
2. Collated and summarised shortlisted partners’ proposals
3. Provided scoring tools
4. Arranged follow-up calls and site visits
5. Supported Elvie in making the final decision on which partners to select
6. Facilitated contract review and initial project kick-off with the partners of choice.
7. Delivered a high-quality and cost-effective solution for the team

Outcome

Elvie began the process looking for one partner, but ended up with two, facilitating both operational resilience to support the next phase of growth and the need to innovate and develop best practice.

The transition from the incumbent to their new partners of choice achieved significant cost savings from day one.