Analysys Mason 's expertise and experience in procurement processes delivers maximum return on investment for clients seeking to buy-in Call Centre facilities, services and systems.
Our independent consultants provide assurance throughout the requirements gathering and procurement life cycle. We provide:
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independent review: we give impartial and non-partisan insight into the solutions required to support contact centre functions.
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de-risking of the procurement process: we have intimate knowledge of the bidding strategies of solutions and outsourcing providers, which means we are able to design evaluation models to support selection.
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tried and tested methodologies: we have methodologies that support selection and evaluation for both OJEU and framework-based procurement and rapid solution provisioning.
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dedicated industry experts and specialist knowledge: we can reduce learning curves and support rapid deployment and implementation of the chosen solution.
Our proven proprietary methodologies ensure:
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alignment of pricing strategy with overall strategic objectives, and assurance that the return on investment is fully understood to support a long-term realisation of benefits
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identification of the most effective solution in relation to the clients current investment in systems, people and processes, balancing short-term gains with medium-term structural advantage
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quantification of the likely impact of these changes on the customer service and sales environment.
We understand the key issues associated with implementing, testing and embedding new systems and solutions into organisations. Utilising base-lining techniques prior to implementation we assure technology selection through a focus on realising benefits as quickly as possible to maximise return on investment.
We can support clients to assess how solution implementation programmes and their governance processes are performing – with pragmatic recommendations to stabilise any problems. The focus is on ensuring that stated and expected benefits are rapidly delivered. These can be compared to baselines and benchmarks associated with the systems and solutions previously in place.
Stage 1
We begin by defining the need and agreeing the procurement strategy to be adopted for the specific solution.
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Figure 1: Procurement project and process management
Stage 2
To maximise the opportunity for those tendering to provide the most compelling and responsive bid, it is vital that they also receive support during the response period. Their responses are then evaluated using a pre-defined evaluation model.
Stage 3
The next stage of the selection process focuses on interfacing with the short-listed tenders during the solution articulation, so that there is a 360 degree understanding across all parties about solutions on offer. This maybe through formal workshops and supplier interactions. Of these, a small number of tenders are selected for detailed contract negotiation.
Stage 4
Finally, with our experience of many systems and solutions deployment, we are able to ensure mobilisation.
