Client
Experian
Business type
Financial Services – International operator
Business area
Credit Reporting – Data breach
Experian is a global organisation, which meant that we had to interface with both the data breach division and procurement. It was important that we provided a robust, transparent and independent solution. A solution that would seamlessly dovetail into Experian’s general procurement process.
Client challenge & requirements
Prior to the involvement of Contact Centre Panel, Experian procurement had engaged with the majority of the tier one outsourcers with no success. While potentially capable, none were able to deliver against their specific requirement.
Primary objectives
Experian, Data Breach Division, wanted to appoint an outsourced partner to handle multi-channel/multi-lingual customer service response for clients and prospective clients.
The client challenges in summary:
- Needed to be operational, following a customer data breach, with advisors taking calls/emails within 72 hrs
- Multi-lingual capability (across selected languages)
- Multi-channel – primarily inbound voice and email but with the capability to deliver other i.e. chat
- Needed to be UK based with a solution that could service the US market
- A transactional commercial model i.e. to pay only when the resource is active
- IT/Telephony infrastructure needed to be provided by the outsourced partner
- Volumes by channel – Experian and their client would control the scale of communication and the anticipated level of response and headcount
- Dedicated FTE resource however the FTE volume may be variable dependent upon the scale of the breach
Solution
Experian is a global organisation, which meant that we had to interface with both the data breach division and procurement. It was important that we provided a robust, transparent and independent solution. A solution that would seamlessly dovetail into Experian’s general procurement process and their use of the Ariba procurement platform, whilst not being too onerous on the outsourcers.
We helped the client to:
- Define and agree the brief including proposal responses – an initial proposal followed by submission via the global Ariba portal
- We worked with Experian to streamline the responses
- We identified four prospective outsourcers, from the Contact Centre Panel partner network, who were able to fulfil the requirements
- We assisted the client throughout the selection process helping them score the submissions and define an agenda for site visits
The result
We helped Experian identify a long term partner. As of September 2019, the relationship has been effective for 2 years. The outsource partner has handled, within the defined service level, a range of breaches, including the delivery of 150 English and Cantonese speaking advisers operating over a 4 year period, ramping up and down as the contact volume required.
