Customer Management Magazine’s November issue featured a piece by Direct Response’s Ian Mitchell on the two-way benefits of a strong outsourcing partnership. Quotes from Brian Hadfield, former managing director at Unisys and outsourcing expert, highlighted how many outsourcing contracts fail because people aren’t put into the equation.
Transform Medical is one Direct Response customer that has benefited from focusing on not just its operations being outsourced but its customer experience too. Bill Egan, Head of IT, explained: "The customer must feel that they are talking to someone from the company and not merely just a battery operated call centre operator that is sitting amongst thousands of desks. To create such a supportive work culture, the deal needs to be set up correctly in the first place."
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telecommunications