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CASE STUDY
Head of Procurement, Global Consumer Brand, UK
Industry: Telecommunication
Function: Indirect Procurement
Transformational Goal: Strategic Decision-Making | Operational Readiness | Cost & Performance Alignment
The Pressure to Outsource—Without a Plan
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A regional subsidiary of a global telecommunications group was at a critical decision point. Pressured by rising costs, customer frustration, and an executive mandate to reduce overheads, the Board floated outsourcing its contact centre.
But there was a problem: the operation wasn’t ready. Internally, the team lacked the visibility, capability, and experience to make that call with confidence. And jumping into outsourcing without addressing internal fragility risked compounding the very issues they were trying to solve.
The client didn’t just need advice—they needed clarity, structure, and a steady partner to help them lead through uncertainty.
Envisago’s Approach: Slow the Decision. Speed Up the Readiness.
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Outsourcing is a strategic lever—but only when it’s pulled at the right time, for the right reasons. We helped the client take a step back, look clearly at what they had, and get honest about what needed to change—before making a move they couldn’t take back.
Transformation Journey: Structured in Phases, Grounded in Reality
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Phase 1: Building the Business Case—Beyond Assumptions
We began by pressing pause—not to stall progress, but to make it real.
On-the-Ground Listening:
We interviewed contact centre agents and managers to surface first-hand insight about day-to-day pain points.
Process Reality Check:
We reviewed core operational functions like workforce planning, training, and quality control—identifying what was strong and what was missing.
Data & Market Testing:
We assessed internal performance metrics and explored the vendor landscape, securing indicative pricing to benchmark potential value.
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​Key Finding:
The organisation wasn’t ready to outsource. Not yet. What would’ve been handed over was a fractured operation, not a finished service.
Phase 2: Resetting Priorities—Putting Internal Capability First
With the facts now clear, we guided the leadership team through a frank, focused prioritisation process:
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Immature Processes:
Key management routines were informal or missing altogether.
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Risk of Knowledge Loss:
Operational understanding lived inside long-tenured staff—with no backup plan.
Inconsistent Performance:
SLAs were poorly tracked, and data reporting was patchy at best.
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Strategic Recommendation:
Delay outsourcing. Build internal strength. Then revisit the decision when the team was in control—not under pressure.
The client agreed. A new journey began.
Phase 3: Getting Operationally Fit—From Fragile to Focused
Over the next 12 months, we stood alongside the client to help them become operationally sound and strategically capable.
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Mentorship & Support:
Regular check-ins, plan reviews, and course corrections kept leaders empowered, not overwhelmed.
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Performance Management Maturity:
New planning routines, quality standards, and reporting rhythms created consistency across the board.
Self-Awareness & Ownership:
The team began tracking performance meaningfully—and taking action based on what they saw.
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Results?
Satisfaction scores climbed. Cost stability returned. And the team began absorbing increased volume—without needing to hire.
Phase 4: Re-Evaluating Outsourcing—This Time with Clarity
Once the operation was steady and strategic, the outsourcing conversation resurfaced—but it felt very different.
We reinitiated the procurement process using pre-qualified vendors.​
The client now knew what a good service looked like—and what they expected to pay for it.
They had options. They had leverage. They had control.
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Final Decision:
With risk reduced and confidence restored, the Board chose to keep the operation in-house—this time, as a deliberate strategy, not a fallback.
The contact centre was repositioned as a key pillar in a broader Network Operations Centre (NOC) vision.
​​​​​​​Outcomes & Impact: Stability Built on Strategy
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Informed Decision-Making:
Leadership didn’t just delay a decision—they made the right one, at the right time, with the right insight.
Operational Maturity Achieved:
Clear routines. Measurable outcomes. A team capable of managing itself with structure and pride.
Cost Stability with Built-In Scalability:
As demand grew, the system held. No panic hiring. No fire-fighting.
Satisfaction Gains:
Internal stakeholders and end customers both felt the difference—and said so
Strategic Alignment with Long-Term Vision:
The operation now fits the future—not just the budget.
Strategic Takeaways
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Sometimes the most courageous decision is to not outsource. To pause. To fix what’s inside first. To lead change instead of reacting to it.
This engagement wasn’t about delaying action—it was about maturing capability. Because whether or not you outsource, you still own the outcome.
And when AI enters the picture—which it inevitably will—it's the strong, well-governed operations that benefit most.
Client Testimonial​
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"Envisago helped us pause and gain a clearer perspective. They provided a concise view of our current position — highlighting both strengths and challenges — and quickly grasped the internal dynamics of our organisation. Their insight enabled us to shape a well-rounded business case for senior leadership, grounded in clarity and context."
— Head of Procurement, Global Consumer
Brand, UK
Aligning AI with People, Process & Purpose.
Ready to transform your organisation and achieve lasting impact?
Contact us today to discover how Envisago can empower your organisation to navigate change confidently and prepare for the future.
Email: hello@envisago.io
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