The Contact Centre Outsourcing Summit provides a forum for in-house contact centre leaders to debate how to best source and develop strong partnerships with outsourcing providers for the benefit of customers and business.
Join us for:
- An in-depth exploration of the rapidly evolving contact centre outsourcing landscape.
- Hear from industry experts, thought leaders, and business professionals to discuss emerging trends, strategic approaches, and the key challenges shaping outsourcing today.
- Take part in roundtable discussions to discuss and solve your challenges
- Listen to outsourcing industry experts talk about the current state of contact centre outsourcing
- Engage in our industry panel debate, exploring key considerations for outsourcing in 2025 and beyond
Designed as a platform for knowledge-sharing, networking, and industry insights, this event will help you refine your outsourcing strategy, identify optimal locations, and navigate the digital transformation of customer care. Gain valuable intelligence to stay ahead in the ever-changing outsourcing marketplace.
Don’t miss this opportunity to connect with peers, share best practices, and walk away with actionable strategies to elevate your contact centre operations.
Agenda
| 10:30 – Welcome
With Leigh Hopwood, CEO, CCMA |
| 10:40 – Keynote: State of Contact Centre Outsourcing 2025
Outsourcing has never been so popular, and as a result the landscape is moving at pace. Abhijnan will explore the global marketplace, how the UK is responding and the latest trends and motives for outsourcing. With Abhijnan Dasgupta, Everest Group |
| 11:00 – Case Study: Cultural Alignment for Customer Care
How is cultural alignment established between you and your outsourced partner? Often it’s through the teams managing the relationship. At Assurant, the cultural alignment is much deeper. Vikki will tell us how they have established a genuine alignment through effective processes, shared learning, investment of time and recognition of those that are making a real difference. With Vikki Nivan, EU Telco Director, Assurant |
| 11:20 – Debate and Open Mic: What and Where Do You Outsource?
With technology playing a bigger role in the contact centre, we’ll explore what brands are outsourcing in 2025, and to where, and their plans for the future. Is there a drive towards outsourcing digital channels? Is there a trend emerging to outsource more customer care than ever before, and not just transactional processes? If offshore outsourcing growing in popularity – what are the risks? Where are the most popular offshore locations? Hosted by Kate Law, Membership & Learning Director, CCMA with:
|
| 12:00 – Break |
| 12:30 – Roundtable Discussion: How Are Outsourcers Supporting Your Digital Transformation?
With Spencer Brooks, Group MD &Co-Founder, tkg |
| 13:00 – Case Study: Embedding A True Customer Centric Service With Your Outsource Partner
Your outsource partner has to care about your customers as much as you do for it to really work. Ensuring your partner has the same passion to help, has the right insights to adapt and always delivers for your customer takes investment from you. James will share how they approached sourcing and selecting their outsource partner, how they are leveraging the latest technology and how they ensure their partner has a true customer-centric approach embedded in the contact centre. With James Flint, Supplier Manager, Engie |
| 13:20 – Q&A + Final Thoughts
As a round up to the day, you’ll have an opportunity to raise questions of all the days speakers and share your comments and learnings from the day. With Leigh Hopwood, CEO, CCMA |
| 13:30 – Close |
About the Speakers
Abhijnan Dasgupta, Practice Director, Everest Group
Abhijnan manages Everest Group’s Customer Experience Management (CXM ) and Trust and Safety (T&S) outsourcing offerings.
Leveraging his significant consulting and research experience, he has advised global service providers and enterprises on outsourcing, customer experience, digital transformation, and go-to-market strategy. He also has significant experience in advising clients on M&A and sell-off deals and post-deal engagements.
He has authored industry reports on customer experience, and content moderation and drives thought leadership pieces across the CXM and T&S space for the firm. Prior to joining Everest Group, Abhijnan worked as a M&A consultant with EY-Parthenon.
Daren Homewood, Operations Director, Atlanta Group
Daren has over 30 years of experience in contact centres within the highly regulated financial services industry. Throughout his career, he has navigated the ongoing challenge of balancing cost efficiency with delivering exceptional customer service in an environment of ever-increasing customer expectations. Currently, he oversees more than 600 offshore agents in South Africa and over 1,000 UK-based agents. By leveraging a blended onshore and offshore model, he drives flexibility, resilience, and performance benchmarking to optimise service delivery. His expertise lies in operational strategy and creating customer-centric solutions in a rapidly evolving landscape.
Claire Emery, Head of Contact Centre Operations, TUI
With over 25 years of experience in customer service and contact centres, Claire has a deep understanding of creating exceptional experiences for customers.
She has been an integral part of TUI for the past 6 years, her passion lies in transforming customer interactions and believes in using technology to enhance, rather than replace, the human touch. Her commitment to creating great experiences has led to innovative solutions that blend efficiency with personalised service.
Ben Martin, Head of Partner Operations, Zopa
20 years of working with outsourced partners in The Philippines, India, South Africa, North America and the United Kingdom for UK Financial Services accounts. The outsourcers Ben has worked with have supported processes across many areas of operations, including collections, customer service and fraud. Ben has been lucky enough to spend time visiting lots of contact centres around the globe; at one point in his career spending 6 months a year working from an overseas BPO. He is passionate about achieving great performance through a strong relationship and believe a true partnership is the key to success.
Victoria Niven, EU Telco Director, Assurant
As EU Telco Director, Victoria has responsibility for the European connected living operation delivering the best-in-class service to Assurant’s most important asset – its customers. Victoria brings over 18 years of customer service and oversight experience across multiple languages, geographies, and scale of businesses. As an Operations Executive, Victoria’s passion is around first contact resolution. She champions Assurant’s vision to be the leading global business services company supporting the advancement of the connected world.
James Flint, Supplier Manager, Engie
James has worked for over 12 years across Operations and Transformation within the Energy industry. With experience in how to drive operational performance, deliver excellent customer service and enable large scale transformational change. James has recently led ENGIE’s UK business on their outsourcing journey and believes being aligned with the people you’re partnering with from day one is key to long-term success.
Spencer Brooks, Group MD & Co-Founder, The Knowledge Group (tkg)
Spencer has worked in the BPO sector for over 25 years. With an accounting background, he has been involved in some of the industry’s most innovative commercial arrangements. Drawing on this experience, Spencer has worked on both buyer and sales side of the procurement process, using this knowledge to establish The Knowledge Group (tkg).
The Knowledge Group is a disruptive advisory and sourcing firm, that supports organisations to achieve the best outcomes across their sourcing and outsourcing activities. Through their AI-driven platform, Maistro, global supplier marketplace and talented practitioner network, they provide expert support across various areas of business services spend.
Joel Walker, Co Founder & Chief Operating Officer, The Knowledge Group (tkg)Supported by
Where and when?
Date: Tue 13 May 2025
Time: 10:30 - 13:30
Location: Zoom
Who is it for?
This summit is designed for in-house contact centre leaders responsible for sourcing or working with BPOs. Members and non-members are welcome to join us. Outsourcers and suppliers are not eligible for this event.
How much is it?
Free to attend.
Why should you go?
To debate and seek support for sourcing and managing outsourcing partners.
Become a member for
- Free events
- Discounts on training
- Member hotline
- A huge peer network
Join today for immediate access.