Outsourcing - BPO

The Challenge

An essential component in the delivery of first-class Customer Service is effective communication, and one of the world’s leading Business Process Outsources faced a major business-impacting challenge when accepting telephone calls on behalf of their clients. Delays in speech audio, call quality issues and drop-outs were resulting in not only missed KPIs, but also driving negative online feedback, as frustrated customers took to social media to complain about their experience.

Our client enlisted SPG to perform a high-impact, high-speed analysis of their technology estate in an attempt to identify and isolate the root cause of the quality and performance issues, and to recommend a get-well programme of work that would improve the services delivered by their many thousands of employees.

The Solution

SPG’s “CloudOps” service brings together industry-leading reliability engineering tools and techniques with best of breed root-cause analysis, underpinned by highly effective technical Project Management. With many years of experience in identifying and remediating application, network and cloud performance issues, the SPG team performed non-invasive analysis of the technology estate in just 4 weeks. We quickly determined where the performance anomalies were materialising. Furthermore, our analysis identified not only a wider range of quick-win improvements, but also a number of bone-fide cost reduction opportunities relating to infrastructure consumption and technology operating model efficiency.

The Difference

Our 100% success rate. SPG’s CloudOps team are experts in performance analysis, management and reliability engineering. This expertise has been gained in a number of different sectors and with a wide variety of technologies, managing and optimising the estate on behalf of our clients. Only by knowing where to look, understanding the patterns of behaviour and isolating the root cause analysis can remediation begin and the CloudOps team have been 100% successful to date in identifying root cause.

The Change

By presenting empirical evidence of the root-cause, backed by a robust plan of improvement recommendations, our client trusted SPG to help make the changes to improve customer service. In setting out the steps to success and monitoring outcomes at each stage in the process, we remediated performance issues, reduced cost and provided an improved experience for both internal users and external customers.