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Global Contact Centre Transformation

Client: British Airways

Lead & Deliver

The Impact

30

Contracts renegotiated

£5m

Per annum cost savings

24/7

Contact centre operations in place

After previously helping the UK flag carrier with the highly successful post acquisition integration of bmi, we were re-called to run a global contact centre transformation programme. This role involved working with senior stakeholders across the group and their multi-national law firm to implement significant change in critical client facing operations. Key activities that we managed included: the shut down of a wholly owned subsidiary overseas; vendor selection and commercial negotiations with a third party contact centre; enabling 24x7 working in key offices; and implementing technologies to enable the transformation.

 

The programme delivered significant cost savings and helped achieve the group’s strategic objectives. We also helped create a bold 5 year vision that teams across the global operations could buy into.

 

We worked with the senior management team to understand their strategy and develop a Rich Picture to communicate with their multi-disciplined teams. Our Rich Picture helped staff get on board with the long term strategy and was displayed in offices across the world.

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