UKCCF Webinar: An Introduction to Outsourcing

26th February 2021 | 12:30pm

Brought to you in partnership with:

We are running a series of joint webinars with Contact Centre Panel on outsourcing. In the first webinar, titled ‘an introduction to outsourcing’ we will hear about the experiences and thoughts of seasoned industry professionals – Dave Cleaver, former Head of Operations at Centrica and Lynda Campbell, Head of Transformation BA Global Contact Centres, British Airways, and Debbie Glenister, former Head of Customer Care, Eithad Airlines, as well as our joint host and outsourcing expert Phil Kitchen, Managing Director, Contact Centre Panel.

Topic overview

For most businesses running an in-house contact centre, without outsourced support, is not straight forward. Forecasting customer demand and flexing resources, particularly in the current climate, is an art and can be difficult for organisations that have changing needs.

Outsourcing part or all of your customer contact requirements could be the answer. It can give your business the flexibility it requires to deliver a consistently professional and efficient service. Having access to additional agents, when required, means you can easily ramp services up or down without exposing your business to additional overheads. Outsourcing is also a great way to introduce new communication channels, Automation and AI into your business, without taking on considerable capital expenditure and risk.

However, identifying and onboarding the right outsourced contact centre or technology provider can be tricky though. Particularly, if you don’t have experience of outsourcing and full visibility of the market.

Points of discussion:

  • When and when not to outsource
  • The key benefits of outsourcing
  • How to gain alignment to existing business goals
    • Cost reduction
    • Risk reduction
    • Post Covid business model adjustment
    • Post BREXIT business model adjustment
    • Digital transformation
  • The role of technology Blended services/part outsource options
  • Do’s and Don’ts
    • Challenges faced
    • Lessons learnt

At the end of the webinar, we’ll hold an in-depth Q&A to help you with any questions or queries you may have on the content and guide you on specific outsourcing challenges.

Can’t make the live session? The webinar is being recorded, register your details to be sent the replay link shortly after the live session ends. Be sure to invite any colleagues who would also benefit from this presentation.

Our webinar software is browser based so you can access the webinar from any desktop PC, Laptop, Tablet or Mobile device. Please note: for the best webinar experience, we recommend using Google Chrome to access our platform. Internet Explorer is no longer supported and will not work.

If you have any further questions regarding this event, please contact Chantelle Newton E: or call: 07540 227 288.

Meet our expert panel

Dave Cleaver – former Head of Operations at Centrica

Dave has over 23 years experience of working as a senior operations leader for a FTSE 100 Company. He was involved with key outsourcing projects whilst Head of Operations at Centrica. Over that time, he was responsible for building customer-centric business models, developing winning leadership cultures, optimising customer service operations, implementing cost efficiencies and turning around business performance. Dave set up a consultancy practice in 2019, helping organisations to deliver cultural change and overcome performance challenges.

Lynda Campbell – former Director of British Gas (Wales) and Head of Transformation, BA Global Contact Centres, British Airways

Lynda is the former Director for British Gas in Wales and Head of Smart Metering Customer Services and more recently the Head of Transformation for BA Global Contact Centres. The latter role involved many aspects of transforming BA Global Centres including their outsourcing strategy. She has in-depth knowledge and experience of Contact Centres and Customer Services, including working with outsourced contact centre partners. She set up her own consultancy in 2016, and now helps businesses, of all sizes, to improve their service ambition, culture and leadership. She has an MBA in Business & Organisational Psychology.

Debbie Glenister – Customer Experience Specialist, Contact Centre Panel and former Head of Customer Care, Eithad Airlines

Debbie is an expert in contact centre operations, with extensive outsourced and insourced multi-channel customer service experience across various sectors. She has worked in senior operational leadership roles for global industry leaders and had responsibility for up to 1500 employees. Across her career she has worked for many leading brands including American Express, BMI International, Bosch, BT, Department for Work & Pensions, Disneyland Paris, EE, Etihad Airways, Microsoft, Nectar, Sky, The Daily Telegraph and Trainline. Debbie has an impressive record of successfully delivering on major projects with multiple stakeholders.

Phil Kitchen – Founder & Managing Director, Contact Centre Panel

Phil is the founder and Managing Director of Contact Centre Panel. He has a deep understanding of the contact centre industry, having worked within it for over 25 years. In 2006, Phil jointly set up VOICE Marketing Ltd, a successful outbound contact centre, which he sold to Capita Plc in April 2015. Ready for a fresh challenge, Phil decided to set up Contact Centre Panel that same year, to help match businesses with the right telemarketing, call or contact centre partners and then support with the onboarding process. Phil’s working mantra is to provide a ‘safe pair of hands’ – he uses his vast experience, market knowledge and deep operational understanding to consistently deliver against clients’ requirements.