Our client was suffering from severe staff shortages cased by attrition and sickness. As a by product, they were failing to meet SLA's, including customer satisfaction and call abandonment. Their operational costs were increasing due to additional recruitment and training costs.

BRW Consulting was retained to help identify solutions. We produced a client briefing document and identified two companies who we felt would help our client to achieve their goals. We managed the presentation and selection process. After the selection, we also advised our client on the ideal location for the outsourced business, which in this case was South Africa. We also assisted in the contracting process and finally, in the transition to the new location in Cape Town.