Optimising Contact Centre and Back Office Outsourcing Strategies in 2024
This half-day in-person event is designed for leaders at organisations outsourcing, or looking to outsource, contact centre or back office activity.
Places are limited to 15 executives per location – the event will be repeated in Sydney and Melbourne. Lunch is included.
Please note BPOs, consultants and vendors are not able to register, allowing for an open discussion in a vendor-free environment.
This event would not be possible without the generous support of our sponsor, Prohance.
Presenters
Customer Driven
Peter Trowbridge, Sean McBride and Adam Spence are industry veterans in outsourcing design and delivery, with deep experience on both the buy and supply side of the market. Collectively, the team has held leadership roles at Auto &General, Vodafone, and one of Australia’s largest BPOs.
Sharon Melamed
With over 20 years’ experience in the BPO world, Sharon has helped hundreds of clients set up and manage outsourced customer service, sales and back office functions, across four continents. She is the Founder of Matchboard, the world’s leading matching platform specialising in outsourcing.
Agenda
OUTSOURCING IN 2024 – THE CHANGING LANDSCAPE OF BPO
- Outsourcing rationale shift from Labour / Location / Operational Efficiency to Digital Enabled Cx
- Mergers and acquisitions in outsourcing industry
- Outsourcers building in house digital capability
- Changing Federal Government strategy
- Lessons learnt during the peak COVID era
- Successful workforce flexibility models
BEST PRACTICE OUTSOURCING METHODOLOGY
- A breakdown of the key elements for success for outsourcing
STRATEGIC INTENT
- Your strategic intent and objectives for outsourcing
- Alignment to overarching business strategy and service purpose
- Outsourcing and offshoring strategy considerations
- Defining the target operating model
- Define service scope
- Service design
- Methodology for process qualification
- Supplier selection process
- Commercial structure
- Governance model and disciplines
OPERATING PRACTICES
- Culture
- Strategy
- Operating Model
- Customer Experience
- Workforce Management
- Business Intelligence
- Knowledge Management
- Training & Development
- Quality Management
- Coaching and Performance Management
- Recruitment and Onboarding
- Communication
- Technology, Automation and AI
COMMERCIALS AND PERFORMANCE MEASURES
- Outsourcing capabilities
- Roadmap to success
- Operating Models
- Location Options
- Key processes – procurement, key contract clauses
- Pricing options and models
INFRASTRUCTURE AND CAPABILITY
- Outsourcing and cloud / AI / Automation technologies
- Business Transformation / Optimisation Strategy
- Key decisions
- Risk Management
- Technology and Capability
- Ownership
- Accountability
ROUNDTABLE DISCUSSION
RESOURCES
- Tools, use cases and events
Cost: $750 + GST
(payment options: credit card or bank transfer)
Registration
Please request access to register below, or email sharon@matchboard.com.au.