Client
Avon
Sector
Customer Service Multi-channel Multingual Nearshore Offshore Retail
Service
Contact Centre Sourcing
How consolidating 5 in-house centres to one European multilingual hub saved 25% in annual operating costs
Multinational cosmetics, skincare, fragrance and personal care company Avon had annual sales of $5.57bn and 6.4m representatives, making it the second largest direct-selling enterprise in the world.
Challenge #1
Avon’s UK representatives were supported by an India-based incumbent with 11 years’ tenure. Location agnostic, Avon sought:
- A smaller operation with greater focus on brand
- Cost effective, multi-channel solution with a compelling commercial model
- Improved first-time resolution
Challenge #2
Avon also wanted to consolidate locally operated Western European contact centres in Italy, Germany, Portugal, Spain and Greece to a single provider with:
- Multi-channel support
- Multilingual capability
- To reduce costs and maintain customer satisfaction / engagement
Solutions
Working closely with Procurement, we helped Avon document and shape their requirements to answer both briefs with right-fit partners.
Brief #1
The brief was issued to 13 network partners across multiple geographies (South Africa, Nearshore and UK), each of which had exceptional customer service and technical capabilities and who could offset the costs of moving from India. Responses were scored using a bespoke matrix.
Shortlisted partners hosted site visits and Final selection resulted in selection of a South African solution, while CCP supported throughout, from contracts to implementation
Brief #2
As with brief #1, Avon’s needs for rapid deployment of a multilingual, multichannel solution at a sustainable price point while maintaining customer experience were met through a structured process with 8 partners proposed from a number of European delivery locations.
- Reduce costs
- Maintain customer experience
- Rapid deployment
- Locations with sustainable pricing
This brief was completed in six weeks.
Outcome
Our collaborative approach and interactive processes ensured we found the right solutions providing cultural alignment and commercial sustainability.
The initial brief delivered a significant improvement in Avon Representative engagement and satisfaction underpinned by an effective commercial model.
The consolidation of 5 in-house European centres saves Avon >25% in annual operating costs.
Following the initial contract term both relationships have been extended by Avon.
Robert Smith, Head of Contact Centres Western Europe, Avon“Where do you start when looking for an outsource partner? We had specific requirements we were looking for and not being familiar with the world of outsourcing, we needed to find someone who could help us. Customer Contact Panel helped us to understand the options in the marketplace and the size and scale of partner we would need.
They quickly understood our requirements and created a specific scope for languages, technology, and our global requirements, introducing us to a range of potential partners who could meet our needs. Customer Contact Panel then supported us through the selection process and the transition to our new provider, paying particular attention to supporting with the commercial and legal process. I should also say all in record time as we had very ambitious deadlines.
Throughout the process Customer Contact Panel were on hand to support and guide, from finding the right partner to ensuring our commercial terms aligned with our original requirement. The support, guidance and direction from Customer Contact Panel throughout our process was been fantastic and with their help we found the right partner for our business.”
