SCENARIO:

Our client identified serious issues at one of its operational centres, resulting in the termination of the existing incumbent contract. Huntswood was asked to assume responsibility for the operation in its entirety, which included transfer of the lease and management of a 1,200 FTE operation – all whilst maintaining a core operation and continuity of service.

Working closely with the client, we assumed responsibility for the operation, transferring the property lease and 1,200 FTE from the existing supplier to Huntswood’s management.

People and process improvements were implemented, including a reduction in the management team from 50 to 25. All operational staff underwent cultural training in order to adopt appropriate Huntswood behaviours.

Our keen focus on outcomes throughout ensured a significant improvement in the client’s breach profile, quality and productivity. Workflow and robotics were introduced to further improve performance. Quality scores improved from 72% to 96% ‘first time pass’.

Under our management overall headcount was reduced, productivity was increased and the quality of outcomes for the client and its customers improved. The site was due to close but remained open for a further 3 years due to the upturn in performance.

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