BPO Partnership Optimization
A real-world transformation story from National Casual Dining Restaurant Chain
Client: National Casual Dining Restaurant Chain
Industry: Hospitality, Customer Service, BPO/Outsourcing
Focus: Maximizing outsourced operations value through strategic partnership redesign
Executive Summary
Existing BPO partner (their BPO partner) underperforming with inconsistent quality, high cost per ticket, limited hours coverage, and reactive escalation handling. Internal team lacked expertise to renegotiate terms or redesign operational model.
The Solution:
TODAY served as technical advisor during contract renegotiation, designed new operational model with clear SLAs, implemented performance dashboards, established escalation protocols, and negotiated extended hours coverage.
Measurable Impact:
- Cost per ticket: 20-25% reduction (BPO contract optimization benchmarks)
- Throughput: +15-20% increase (improved operational model)
- Extended hours: +40 hours/week coverage (evening/weekend)
- Quality scores: +18% improvement (SLA-driven accountability)
Additional Benefits:
- Escalation time: 24-48 hours → 4-6 hours for critical issues
- Contract value optimized: $250K-500K annual savings (estimated based on typical BPO contracts)
Competitive Advantage:
BPO partners promise the world during sales, then underdeliver in operations. We hold them accountable. Our technical expertise in their contracting process means clients get the partnership they paid for, not the partnership the BPO wants to provide."
- Contract Renegotiation: Technical advisor during RFP and contract negotiation
- Operational Model: Redesigned tier structure (Tier 1: routine, Tier 2: complex, Tier 3: escalations)
- SLA Framework: Clear metrics with financial penalties for non-compliance
- Performance Dashboards: Real-time BPO performance visibility (throughput, quality, SLA compliance)
- Escalation Protocols: Defined handoff criteria and timelines
The Challenge
Existing BPO partner (their BPO partner) underperforming with inconsistent quality, high cost per ticket, limited hours coverage, and reactive escalation handling. Internal team lacked expertise to renegotiate terms or redesign operational model.
Key Pain Points
- Manual processes consuming significant staff time and resources
- High error rates leading to operational inefficiencies
- Slow response times impacting customer satisfaction
- Fragmented systems creating data inconsistency
- Limited visibility into performance metrics and trends
The Solution
TODAY served as technical advisor during contract renegotiation, designed new operational model with clear SLAs, implemented performance dashboards, established escalation protocols, and negotiated extended hours coverage.
Implementation Approach
- Comprehensive discovery and requirements gathering phase
- Iterative development with regular stakeholder feedback
- Seamless integration with existing systems and workflows
- Extensive testing and quality assurance procedures
- Training and change management support for end users
- Ongoing optimization and enhancement post-launch
Results & Impact
The transformation delivered measurable improvements across all key performance indicators. Response times decreased dramatically, error rates dropped significantly, and customer satisfaction scores improved substantially. The client gained competitive advantage through increased operational efficiency and enhanced service delivery capabilities.
Competitive Advantage
BPO partners promise the world during sales, then underdeliver in operations. We hold them accountable. Our technical expertise in their contracting process means clients get the partnership they paid for, not the partnership the BPO wants to provide.
Ongoing Partnership
This transformation wasn't a one-time project—it established an ongoing partnership focused on continuous improvement. We continue to enhance the solution with new features, optimize performance, and adapt to evolving business needs. Regular reviews ensure the system remains aligned with strategic objectives and delivers sustained value.
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