BPO & outsourcing
Plan every contract without losing sight of the whole.
Outsourced operations are judged per contract and run as one business. We help you hold both views at once — each client planned to its own commitments, with the economics of the shared operation still visible.
All industriesWhat makes it hard
The pressures this operation runs under.
- Contracts
Every client is a different operation
Service levels, reporting formats, billing models and penalty clauses differ per contract, so a single planning standard rarely fits all of them without being bent out of shape.
- Shared pools
Utilisation across accounts
Agents are shared, cross-skilled or redeployed between clients. Planning each account in isolation leaves idle time on one contract and overtime on another in the same week.
- Margin
Accuracy is a commercial question
Over-staffing erodes margin on a fixed-price contract; under-staffing triggers penalties. The tolerance band between the two is narrow, and it moves with the contract.
- Proof
Evidence for client reviews
Monthly and quarterly reviews need adherence, service-level attainment and volume reconciliation that stand up next to the client's own numbers.
How we help
Consulting, analytics and software — on the same problem.
We work across all three, so the recommendation and the tool that delivers it don't come from two different conversations.
- Consulting
A planning standard that scales
We set up planning groups, shrinkage assumptions and a review cadence per contract, then make them consistent enough that the operation can be run and reported as one.
- Analytics
Economics per contract
Coverage, utilisation and cost reported per client from the same dataset, so the commercial conversation and the operational one finally use the same numbers.
- Software & AI
WFMPro across accounts
Forecast and schedule per planning group with shared skills and a shift marketplace, and produce per-client adherence evidence without rebuilding it by hand each month.
In the platform
The parts of WFMPro that matter most here.
WFMPro is our workforce management platform. These are the areas this kind of operation leans on first.
We describe these sectors because they are where our team has run and advised on operations. We don't publish client names or results without permission.
What stays the same
The sector changes. The method doesn't.
We start by measuring how time, people and processes perform today, find what is actually driving the gap, and put the fix in place with your team. Sector experience shapes the questions we ask — it never replaces looking at your numbers.
- 01
Measure
Establish clear baselines for how time, people, and processes perform today.
- 02
Analyze
Uncover the root causes behind missed targets, wasted effort, and rising cost.
- 03
Improve
Implement practical solutions — process, people, and technology — with your team.
- 04
Scale
Embed the improvements across the organization so the gains last.
Other industries
We work across these too.
Tell us how your operation runs.
We'll tell you where the time is going and what we'd do about it — against your own numbers, not a sector average.