– Why managed office solutions can facilitate backshoring
By Iain Shipley, Sales and Marketing manager, Portal Managed Office Solutions.
“A renewed focus on customer service, a decrease in the cost differential in labour are two key reasons whilst an increasing number of organisations are returning their contact centre operations to the UK, or are considering “boomerang outsourcing…”
“A return to in-house can pose significant legal, operational and financial challenges”
Peter Dickinson, a Partner and Co-Head of the Business Technology Sourcing Practice at international law firm Mayer Brown.
The above are a few extracts from a recent article published in Outsource Magazine (http://outsourcemag.com/the-boomerang-outsource/) that focuses on the significant challenges faced when considering this repatriation of contact centre services. In particular it highlights the importance of having a clear understanding of the operational and financial implications of leaving off shore operations.
To complement this, organisations must also have a full understanding of the costs of returning operations “home”. Whilst used nationwide by a number of organisations including E.ON, Sky, Vanquis Bank and Hastings Direct, many companies are unaware there exists a business-driven property solution that can present unrivalled cost certainty and mitigate many of the risks associated with relocation of a contact centre operation.
Portal’s Managed Office Solution provides a property, fit out, facilities management and support services solution, aligned to an organisation’s requirements at a location of their choice. It removes Capital Expenditure (fit out, IT equipment etc.) and presents an operating charge over contract term, enabling business funds to be directed more effectively. It also provides cost certainty; there are no dilapidation or exit fees so organisations can effectively budgetary forecast.
To facilitate a clear and comprehensive understanding of the costs of relocation, Portal, at no obligation to the client, can provide a detailed proposal that includes commercial information, workspace design and floor plan images and a detailed FM scope of supply. IT hardware and support can also be encompassed into the package, with the client determining the level of provision required.
Portal removes the need for organisations to use internal resources or consultants to undertake this discovery process and can also provide additional support by liaising with Local Authorities to ensure any incentives/ support packages are fully utilised.
The aforementioned cost certainty that Portal’s model delivers to its clients is mirrored operationally by the guarantees the solution provides. Portal are contractually obliged to deliver an operational building on time, and ongoing FM delivery is underpinned by stringent SLAs. All associated risk is transferred to Portal, who have an unblemished track record in delivery.
If the decision is taken to backshore, Portal’s model delivers an aligned property solution that allows the client to focus on their core activity- removing potentially costly distractions.
Portal can enable organisations to make an informed property decision about returning their operations back to the UK and deliver unrivalled financial and operational certainty should they chose to do so.
To discuss any of the issues in this article please contact Iain Shipley:
E-Mail: iain.shipley@portalgroup.uk.com
Telephone: 0207 495 5672
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