Customer operations outsourcing advisory and implementation

CCB Consulting’s customer operations outsourcing service helps UK SMEs move front and back-office customer work to Romania without losing control of quality. We define what to outsource, design the target operating model, select the right provider, then lead transition and governance so performance improves quarter by quarter.

20%+

Typical cost savings BPO programs usually achieve

10%

Typical quality performance improvement BPO programs usually achieve

12 weeks

Typical timeframe to select a provider and stabilise a standard scope (complexity dependent)

Request for Proposal

To explore how our consulting services can support your objectives, please submit a request for proposal. Our team will review your requirements and respond with a tailored solution designed to meet your goals.

Open Form

Strategy, feasibility, and target operating model

We start with a baseline of your current customer operations so outsourcing decisions are based on facts, not assumptions. This includes channel volumes and demand drivers, service levels, quality results, cost-to-serve, tooling maturity (CRM/ticketing, reporting), and operational and compliance risks.

We then design the target operating model (TOM) that you will run with a provider. This defines the service scope and how work is delivered day-to-day: channels and processes, coverage and language model, escalation routes, peak management, quality management, knowledge management, training approach, and governance.

Key outputs
  • Decision-ready scope and business case (what to outsource, what to retain, expected benefits and risks)
  • TOM blueprint (service catalogue, coverage model, roles and responsibilities, governance forums)
  • KPI and SLA dictionary (definitions, targets, reporting, QA sampling and calibration approach)

Market Sourcing and vendor selection

We map the Romanian provider landscape against your requirements, then run a structured selection process so you choose a partner that fits your operation and growth plans. We translate your TOM and service catalogue into an RFP that suppliers can respond to clearly, then score responses against capability, delivery approach, quality maturity, scalability, and risk controls.

We validate what suppliers claim through diligence, including operational walkthroughs, staffing and training model checks, reporting and QA approach, security controls, and (where useful) reference checks and site visits. We also evaluate commercials using realistic ramp-up and productivity assumptions so the pricing is comparable and decision-grade.

Key outputs
  • Shortlist and RFP pack tailored to your channels, languages, and complexity
  • Scoring model and due diligence findings (capability, quality, scalability, controls)
  • Selection recommendation with clear trade-offs across cost, quality, speed, and risk

Commercials, contracting, and risk controls

We help you put a contract in place that supports stable delivery and keeps you in control after go-live. This includes choosing a pricing model that matches your demand profile (for example, per FTE, per contact, per transaction, or a hybrid), setting productivity and ramp assumptions, and defining which activities are in scope and how changes are handled.

We also define the performance framework: SLAs, reporting requirements, service credits, escalation paths, and decision rights. Risk controls are built into the contract and governance, including GDPR alignment, security and access rules, business continuity expectations, and an exit and transition plan.

Key outputs
  • Commercial model and pricing structure aligned to volumes and ramp-up
  • SLA and governance clauses (service credits, escalation, change control)
  • Risk and compliance controls (data protection, security, continuity, exit planning)

Implementation

We lead a controlled transition that protects customer experience and makes delivery measurable from day one. We create a transition plan with waves, milestones, and readiness gates, then manage knowledge transfer so agents can deliver consistently. This typically includes scripts, playbooks, SOPs, process maps, and knowledge base content.

We coordinate the operational setup with the provider: hiring profile, onboarding plan, training design, nesting, and QA calibration. In parallel, we support tooling access and reporting, including CRM/ticketing configuration, secure access, integration needs, and performance dashboards. We then manage cutover, hypercare, and stabilisation until service meets agreed targets.

Key outputs
  • Transition plan and readiness gates (waves, milestones, cutover criteria)
  • Knowledge and training package (SOPs, scripts, calibration, QA standards)
  • Go-live support (tool access, reporting, hypercare, stabilisation)

Performance optimisation and vendor management office

After go-live, we help you run the relationship in a structured way and improve outcomes over time. We set up a Vendor Management Office approach with dashboards and scorecards, plus a practical rhythm of weekly operational reviews and monthly service reviews. This ensures issues are resolved quickly, performance is transparent, and improvements are prioritised.

We maintain an improvement backlog and support root-cause problem solving across quality, productivity, and demand. That includes reducing avoidable contacts, improving knowledge and agent effectiveness, refining workflows, tuning staffing and schedules, and aligning incentives so the provider is rewarded for the outcomes you care about.

Key outputs
  • Governance operating rhythm (weekly and monthly forums, scorecards, escalation)
  • Continuous improvement backlog (priorities, owners, timelines, benefits tracking)
  • Benefits and performance tracking against the original business case (cost-to-serve and service outcomes)

Romania offers a strong mix of multilingual talent, a mature business services market, and practical time zone overlap with the UK. Delivery can be managed with EU-aligned standards and easier travel for governance visits when needed. It is a nearshore model that supports daily collaboration rather than a “hands-off” offshore approach.

We put control mechanisms in place before go-live: clear service definitions, KPI and SLA targets, QA approach (sampling, calibration, coaching), and a governance rhythm (weekly operational reviews and monthly service reviews). We also set escalation paths and decision rights, so issues are resolved quickly and ownership stays clear.

We measure success using a few clear numbers: customer satisfaction, how quickly customers get help, how often issues are solved on the first contact, and the cost per customer interaction. We review results with you regularly and fix problems quickly if performance drops.

The transition is designed to protect customer experience. We plan knowledge transfer, training, nesting, and QA calibration before scale, then use hypercare after cutover to stabilise performance. We track reliability and quality closely during transition, including response times, backlog, QA, CSAT, and abandonment.

We support both front-office and back-office customer work, depending on your needs. Typical scope includes voice, email, chat, social support, order and billing queries, returns, complaints handling, case management, and operational admin linked to customer requests. In Phase 1 we confirm what should be outsourced, what should stay in-house, and what should be improved before any move.