Our end client was one of the world’s largest broadcasters, based in the UK but with a subsidiary worldwide brand. Their HR services were outsourced to a large BPO provider and they needed to reduce costs across HR.
The HR function housed 170 FTE and supported reward services for 20,000 directly employed staff globally and around 5,000 independent artists and contributors.
These staff were based in three locations between India and the UK.
The end client had expressed dissatisfaction with the levels of service, innovation and efficiency within the outsourced HR function. Internal colleagues were often complaining about mistakes with payroll and expenses payments and the effort required to resolve these mistakes was time consuming.
In addition, certain errors reoccurred month after month, leading to frustration amongst staff. An internal measure of Net Promotor Score (NPS) gave a result of -88%, which evidenced the dissatisfaction.
The end client wanted to see rapid improvement in the last six months of the BPO contract or would consider using an alternative outsourced service provider.
1. Reinvigoration provided consulting and expertise to both the operational and account management teams.
2. Once the transformation roadmap was agreed, we kick-started a training programme to upskill operational staff and internal consultants. This was key to ensuring the success and sustainability of the improvement programme.
3. Rapid diagnosis and design work was carried out at the same time as the training.
4. Concurrent organisational analysis compared current staffing levels with those from other successful organisations, enabling a redesigned TOM supporting a successful re-bid.
The engagement led to the delivery of a multi-tier transformation which allowed the BPO to deliver improvements that met the end client’s needs whilst fitting in with internal ROI requirements. We were delighted to have supported the BPO throughout this improvement journey that ultimately led to them securing the renewal of their contract with their end client.
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