Client
KIA
Sector
Automotive Multi-channel
Service
Contact Centre Sourcing
Sourcing a new outsource partner and ensuring an effective transition.
Kia had been working with their previous partner 3.5 years but felt the need for change, they wanted to review the market and potentially appoint a new partner when the current contract expired.
Challenge
Customer experience was being limited as a result of:
- Contact restricted to voice and e-mail
- Agent attrition was high impacting retained knowledge
- Customer insights were limited
- Outsource relationship wasn’t strategic enough.
Solution
The prior RFI and RFP approach hadn’t enabled Kia stakeholders to get a clear understanding of the capabilities of the potential outsourcers, equally outsourcers were struggling to provide well informed responses.
We implemented a process which maintained the required rigour but enabled more informative conversations so all stakeholders were better informed as to the requirements and solutions.
Outcome
Kia selected a partner from our network and used our approach to ensure that they had the right fit solution for their needs, however the timescales for an effective transition were limited, CCP proposed that an extension to the current contract to allow 3 months for this was implemented. The initial 3 year contract was successful and has been extended.
