Contact Centre Case Study

Contact Centre Strategy Case Study

Context

The Challenge

A major car rental company’s Australia division relied on an offshore contact centre to support all customer interactions nationally.

Concerns had emerged around cost, performance, and lack of transparency, with limited visibility into whether the current vendor was delivering value for money.

The Challenge

Limited visibility into contact centre performance and benchmarks
Unclear relationship between cost and service quality
Inconsistent governance and vendor management from the client side
Lack of defined KPIs and performance expectations

This made it difficult to determine:

whether the current vendor was underperforming
whether switching vendors would improve outcomes
or whether internal changes were required first

My Role

The Challenge

My Role

I led the engagement end-to-end as the sole consultant, including:

Designing the evaluation approach and research plan
Conducting on-the-ground assessment of the existing vendor
Developing a tailored contact centre evaluation framework
Assessing alternative vendor options and capabilities
Synthesising findings into strategic options and recommendations

Approach

1. Assessing the current state

Evaluated the existing contact centre across:

governance and vendor management
service quality and customer experience
processes, tooling and reporting
alignment to business objectives

2. Conducting on-the-ground research

Travelled to the Philippines to conduct an in-depth assessment, including:

call listening and quality evaluation
shadowing frontline teams
stakeholder interviews
review of internal processes and systems

This provided a grounded understanding of how the operation functioned in practice.

3. Benchmarking alternative models

Assessed alternative vendor options, including:

the global organisation’s existing vendor (used in other regions)
additional third-party providers

This included observing operations and comparing service quality, delivery models and capabilities.

4. Designing an evaluation framework

Developed a structured framework to assess options across:

cost and commercial viability
service quality and customer experience
scalability and future capability
governance and operational maturity
implementation complexity and risk

5. Modelling strategic options

Defined three clear strategic pathways:

optimise the existing vendor
transition to the global vendor
explore alternative vendors

Each option included:

pros and cons
cost implications (including switching costs)
operational and transition considerations

6. Defining the transformation roadmap

Developed a roadmap outlining:

transition approach and timelines
vendor and internal optimisation initiatives
governance and capability improvements required for long-term success

Key Insights

Vendor performance issues were partly driven by lack of clear governance and expectations from the client
Absence of defined KPIs made it difficult to assess performance objectively
Switching vendors alone would not resolve underlying structural issues
Effective contact centre performance depends as much on client-side management as vendor capability

Solution

Key Insights

End-to-end assessment of current contact centre capability
Structured evaluation framework for vendor comparison
Benchmarking across multiple vendor models
Three clearly defined strategic options
Recommended vendor transition strategy
Transformation roadmap spanning vendor and internal improvements

Impact

Key Insights

Impact

Enabled leadership to make a confident, evidence-based vendor decision
Provided clarity on the true drivers of performance issues
Avoided a purely vendor-driven solution by highlighting internal improvements required
Established a structured approach to ongoing vendor management and optimisation

Evaluating and redesigning contact centre strategy for a national operation

Contact Centre Strategy Case Study

Context

The Challenge

The Challenge

The Challenge

The Challenge

The Challenge

My Role

The Challenge

My Role

Approach

1. Assessing the current state

2. Conducting on-the-ground research

3. Benchmarking alternative models

4. Designing an evaluation framework

5. Modelling strategic options

6. Defining the transformation roadmap

Key Insights

Key Insights

Key Insights

Solution

Key Insights

Key Insights

Impact

Key Insights

Impact

This project reinforced that operational challenges are rarely isolated to external partners. And that sustainable performance comes from aligning vendor capability with strong internal governance and clear expectations.

Evaluating and redesigning contact centre strategy for a national operation

Contact Centre Strategy Case Study

Context

The Challenge

The Challenge

The Challenge

The Challenge

The Challenge

My Role

The Challenge

My Role

Approach

1. Assessing the current state

2. Conducting on-the-ground research

3. Benchmarking alternative models

4. Designing an evaluation framework

5. Modelling strategic options

6. Defining the transformation roadmap

Key Insights

Key Insights

Key Insights

Solution

Key Insights

Key Insights

Impact

Key Insights

Impact

This project reinforced that operational challenges are rarely isolated to external partners. And that sustainable performance comes from aligning vendor capability with strong internal governance and clear expectations.

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