Over the last two decades businesses, under pressure to reduce operating costs but maintain quality, have looked to the expertise and capability of external outsource providers to help them manage their processes and services effectively and efficiently.
We are also seeing an increasing trend of 'insourcing' where businesses change their resourcing strategy either because they want greater control over and proximity to their people, processes or customers or because outsourcing has not delivered the benefits they expected.
Whether you are outsourcing for the first time, insourcing or changing your outsource provider, the robustness of your transition plan is what can make it seamless, successful and realise the benefits you anticipated.
Resourcing your business sounds as though it should be simple, it is about having the right people, in the right place, with the necessary skills, who are highly engaged. In reality, it is far more complex than it first appears.
Here's how we can help
At Muckle LLP we have a wealth of experience and expertise in supporting businesses that are changing their resourcing model. We offer a service to our clients that supports and facilitates a seamless transition plan by:
- ensuring the commercial contracts are robust, pragmatic and clear. We believe that the contract should be a living document and has the ability to facilitate a constructive partnership between parties. We have particular experience in outsourcing contract development, delivery and transition in the public sector;
- providing expertise and guidance on the TUPE implications of any outsourcing or insourcing transaction. Understanding and planning for TUPE leads to better transition and quicker, more effective integration of people; and
- supporting all people management aspects of an outsourcing or insourcing programme whether that is being involved in the outsource provider selection process, managing employee integration or developing and executing communications and training plans.
We ensure that your transition plan is legally robust and that all people aspects are managed so that you have the right people in the right place with the necessary skills who are highly engaged.
We have extensive expertise and experience with contact centres ranging from 100 to 1000 seats, including multi-site operations. We have a network of associates who can support you in terms of strategic customer management, workforce planning and management, CRM, contact centre technology and call avoidance/automisation strategies.
If your outsourcing or insourcing programme has implications for your property portfolio we also have lawyers who can advise you.