I help businesses identify and implement outsourcing solutions to improve their operational efficiency, reduce costs, and increase profitability.
A bespoke approach tailored to your needs that includes:
- Optimising your contact centre’s location strategy. I help businesses identify the best locations, whether onshore, nearshore, or offshore, based on operational needs, workforce trends, and infrastructure quality. My strategic approach ensures that your contact centre is positioned to enhance efficiency, reduce costs, and attract the right talent while maintaining a seamless customer experience. Whether you're setting up a new site or reassessing your existing footprint, I provide data-driven insights to help you make informed decisions that align with your business goals.
· Identifying potential vendors: Using my extensive market knowledge to identify potential vendors that can provide the required services or products.
· Writing the RFP: Having fully understood your business, strategic objectives, and delivery requirements, I will write the PQQ and RFP Documents to ensure robust, comprehensive, transparent, and consistent Proposals, Solutions and Costings are received from Shortlisted Vendors.
· Site visits are a critical part of the RFP process, offering firsthand insight into potential partners’ capabilities, culture, and operations. I provide expert facilitation and support to ensure these visits are structured, insightful, and aligned with your business objectives.
o Pre-Visit Preparation – Define key evaluation criteria, create structured agendas, and brief stakeholders to maximize each visit’s value.
o Facilitation & Representation – Lead discussions, ask the right questions, and ensure you get the transparency and clarity needed to make informed decisions.
o Operational & CX Insight – Assess technology, workflows, agent engagement, and service culture to gauge alignment with your expectations.
o Objective Evaluation & Reporting – Provide a structured post-visit assessment with key findings and recommendations to support your final decision-making.
o Seamless Coordination – Manage logistics, liaise with vendors, and ensure all stakeholders are aligned for a smooth and productive experience.
· By guiding your team through this process, I help you move beyond surface-level impressions to make data-driven, strategic outsourcing or partnership decisions.
· Evaluating vendor proposals: I will evaluate the proposals received from vendors within a proven and robust framework, benchmark with each other, and compare them against your requirements and budget.
· Negotiating contracts: I will negotiate contracts with vendors, including service level agreements, pricing, and other terms and conditions.
· Managing the outsourcing relationship: I will oversee the outsourcing relationship, ensuring that the vendor is meeting the agreed service levels, resolving any issues that arise, ensuring that the outsourcing arrangement is meeting your business and customers’ needs and making any necessary adjustments as required, ensuring that your objectives are being met.
My role is to help your business achieve its strategic objectives by leveraging outsourcing solutions that deliver cost savings and efficiency gains, whilst delivering customer service improvements.