Client

Case Study – Building an Improved Customer Service Desk Function for a UK Pensions Provider

Discover how Adecco’s business process outsourcing solution helped a pensions provider revamp their IT first-line support desk to drive efficiency and cost-savings, drawing on our employed consultants and specialist expertise.

About the Client

The client is a UK pensions provider.

The Challenge

Adecco were awarded an outsourcing contract in 2017 to build a bespoke outsourced support desk desk to help the client’s global customer base manage their first line IT support queries.

At the time, the service desk was operated by external contractors. This had a high cost attached per contractor, and risked disruption to the service due to high attrition. When a contractor departed their role, the client would also lose the knowledge and experience they had gained.

The client wanted a partner who could operate an outsourced support desk utilising advanced technology and infrastructure to efficiently support their customers, in addition to supporting new technologies and territories. They also needed the partner to provide access to reliable, best-in-class talent who would add value by facilitating knowledge transfer to colleagues and implementing improved processes over time.

Adecco agreed to transform the service desk by drawing on our bank of specialist consultants combined with expert project management and technology use, all executed at the best

Our Solution

Adecco designed a bespoke IT Service Desk to ensure all the client’s requirements were met, from hours of operation to agreed service levels and reporting.

This was achieved through a fully outsourced solution, whereby we took responsibility for building the revamped customer service function and sourcing workers to operate it. This included working with the client’s existing infrastructure and utilising technology expertise to improve the functioning of the service desk and to allow workers to operate more effectively.

As part of our approach, we deployed Adecco specialists who had proved their ability to offer a best-in-class service to similar clients, bringing with them valuable expertise in running and improving service desks and promoting knowledge transfer between workers.

Our solution provided the client with:

A fully managed service desk to support the client’s first-line IT support, built with the input and expertise of our tech specialists.
Rapid deployment and optimisation of resource to source and assess skilled service desk workers from our extensive database and other talent pools.
An engaged and motivated workforce, with structured career development paths and bonuses paid in line with performance against KPIs and SLAs.
Risk management with all workers employed, inducted, and managed by Adecco, and fixed costs agreed with the client in advance.

Through each stage of the process, we worked to ensure minimal service disruption to the client’s operations, with a carefully structured timeline and implementation plan.

Ultimately, we were able to transform the service desk with a new work culture and better worker engagement. This was reflected in an increase in retention rates and reduced costs to the client.

The service desk operates from 6am to 9pm Monday to Friday and 9am to 2pm on Saturday and Sunday. This includes bank holidays. Thanks to our flexible infrastructure, Adecco can also commit to staffing requirements outside of regular working hours when required.

“The Adecco service desk has been green across the board month on month for all contractual service levels and received very positive feedback via regular customer surveys. The key themes in feedback are a speedy time to answer, and knowledgeable, friendly, and helpful desk agents who fix a considerable number of issues at first call.”

— Client Stakeholder.

Key Results

Successful implementation and delivery over three years.
20% increase in worker retention.
25% total cost saving provided by the managed service.
87% of calls resolved at first contact.
91% of customer calls answered within 60 seconds.
Average call duration 4.07 minutes.
95% customer satisfaction maintained.

Outsource Your Essential Business Functions with Adecco BPO

By outsourcing processes or entire department functions, you can focus on your core business while enjoying efficiency, reduced hassle, and lower costs.

With over 20 years of experience delivering for clients, we have the flexibility and knowledge to enhance your productivity and access to the best talent.

If you’re under pressure to cut costs, reduce risk, and still improve HR services, book a no-obligation discussion with an Adecco specialist to explore our modular approach: