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The benefits of BPO – a case study

European retailer wanted to analyse the existing customer service to improve the efficiency and effectiveness. As a result the operating model for customer service was adapted and business process outsourcing project started.

Challenge: Highly inefficient inhouse customer service

The retailer was increasingly und substantially confronted with a structural imbalance in inhouse customer service operations. High operational inefficiencies, lack of transparency & data across rather all operating countries, high level of people demotivation & attrition as well as low overall performance across various Contact Center metrics gave birth to the mandate to structurally assess and – as a consequence – fundamentally re-organize the Contact Center operations.

The initial hypothesis envisaged to gradually professionalize the inhouse structures to achieve an acceptable standard in operational performance.

The ambitious growth plans and underlying strategic mindshift towards customer centricity served as clear guardrails for the re-structured operating model in the respective area.

Solution: End-to-end improvement of customer service by bpo

junokai supported the client holistically across these following workstreams:

  • In-depth analysis of current customer service operations of pre-selected countries (Switzerland, Germany)
  • Management deck for a comprehensive decision of sustainable target scenarios of re-worked operating model (‘make or buy’)
  • Business case calculations to review and calculate on respective scenarios
  • Setup and full process ownership of RFI/RFP for external BPO services
  • Advisory on internal organisational structure incl. role descriptions
  • Project management of implementation

Results: Performance & quality boost in combination with cost reduction

  • Empowerment of (top) management and tailored coaching of operational workforce and authorities
  • On-time project delivery in terms of operational transition
  • Significant cost savings based on scale & synergy effects in the course of incremental volume shift towards the BPO vendor
  • Performance & quality boost due to stepwise professionalization of customer service operations
  • Multi-national process harmonization across countries aiming at intended level of European standardization