Xchanging‘s status as a leading provider of outsourced services gives them an advantage in the competitive world of BPO. However, Xchanging realised that enhancing this status further to achieve ‘operational excellence’ could be a defining factor in the future success of their organisation.
This is why, despite performance at these sites already being good, they decided to make improvements to the operations management practices used in their UK‑based BPS service centres.
Xchanging identified that in order to make these improvements, they needed to work with an independent partner who would understand the needs and goals of their business. Xchanging evaluated several potential business partners before deciding to join forces with ActiveOps, an organisation with whom they had been working for a number of years and whose best‑practice methods and processes were already being applied in certain areas of their organisation.
Bev Stone says: “It’s not just about achieving operational excellence and that’s it, done. We then have to maintain those high standards and continue to drive improvement throughout the operation. We’re currently talking to ActiveOps about our future plans, so watch this space!”