From BPO stagnation to the right-fit partnership
Big Bus Tours is a global sightseeing operator and the largest operator of open-top sightseeing bus tours, helping millions of visitors explore major cities across four continents. With more than 30 years of experience, its offering extends beyond its famous hop-on hop-off tours to include a range of sightseeing experiences and attractions around the world.
Challenge
After five years with its existing BPO partner, Big Bus Tours felt the relationship was beginning to stagnate. KPIs were gradually declining, while high staff turnover was creating frustration around service levels and the value being delivered for the hourly rates charged. The team knew that finding a credible alternative would be a lengthy process. They needed an independent expert with knowledge of the market to help identify suitable providers and support the early stages of a potential transition.
Key requirements included:
- Identify credible alternatives to the incumbent BPO
- Improve service levels and address declining KPIs
- Find partners offering the right commercial and operational fit
- Run an efficient and structured supplier selection process
- Provide ongoing support through the transition
Solution
CCP used its established BPO network and market expertise to identify potential alternatives based on Big Bus Tours’ requirements.
A structured RFP was then run with the shortlisted providers, with CCP arranging and attending meetings alongside the Big Bus Tours team. Throughout the process, CCP helped organise feedback, assess the different options and provide independent guidance to support the final decision.
CCP also remained involved during the transition, providing a point of contact for questions and additional support as the new partnership got underway.
Outcome
Big Bus Tours was able to reduce the time and effort required to explore the BPO market, gaining access to a range of credible suppliers without having to navigate the process alone.
The team was able to approach the selection process with greater confidence, knowing that the process and CCP’s established relationships helped them avoid unsuitable providers.
The new BPO partnership was successfully established, with CCP continuing to provide an independent source of support and reassurance should any issues arise.
Oliver Wildeman, VP Customer, Big Bus Tours“We were able to meet a host of suppliers very quickly, know what to look for, and avoid any untrustworthy or unsuitable providers through CCP’s process and relationships with BPOs. Having experts on hand is reassuring. CCP are very responsive and caring, and a great backup should any issues arise with our provider. Not that they have – as CCP helped us choose very well!”