Adapting to the Future
The Contact Centre Outsourcing Summit 2024 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.
This is a highly interactive in-person event aimed to inspire you with great opportunities to network with senior leaders and industry colleagues. You’ll hear the latest trends in contact centre outsourcing, as well as explore key considerations for contact centre leaders who are engaging with outsourcing partners.
Join us to:
- Listen to outsourcing industry expert, Peter Ryan, Global BPO Advisor, who will share the state of Contact Centre Outsourcing in 2024
- Hear from Daryl Wilkes, Director of Customer Care, ASOS as he shares their success story
- Discover what makes a successful outsourcing partnership
- Take part in roundtable discussions to discuss and solve your challenges
- Engage in our industry panel debate, exploring key considerations for outsourcing in 2024
- Ask burning questions and share learnings from the day
|09:30 – Registration and Networking
|10:30 – Welcome
Kate will open the summit by introducing the agenda and inviting you to participate in the discussions throughout the day.
Kate will also introduce the UK Contact Centre Outsourcing Report.
|Kate Law, Director of Membership and Learning, CCMA
|10:55 – Keynote: Contact Centre Outsourcing Trends
|Peter Ryan, Global BPO Advisor
|11:15 – Roundtable: What are your challenges?
Whether you’re already outsourcing or are considering outsourcing, we’ll uncover the key challenges contact centre leaders are facing in 2023. We’ll explore ways to solve those challenges drawing on the expertise in the room.
Co-Founder & CEO, The Knowledge Group (tkg)
|12:00 – Networking Lunch
|13:00 – Case study: The Department of Education
The Department of Education will share their award-winning story having won Gold in the Best Large BPO Partnership at the European Contact Centre & Customer Service Awards 2022 with Teleperformance. Discover why this isn’t a relationship based just on metrics, and why it’s got a purpose driven, broader impact and is a true partnership.
|Clare Matthews, Head of Get Into Teaching Candidate Support and Pipeline, Department of Education
|13:30 – Case Study: Ageas
Working with outsourcers to support short and medium term business needs is a key component of the Ageas service delivery approach. You’ll hear the reasons for their approach and how they have built an award-winning relationship with their partners that have enable them to succeed.
|Andrew Edwards, Head of Operations, Ageas UK
|14:00 – Debate How to Source and Succeed with an Outsourcing Partner
Our panel of industry experts will share their advice on what to look for in an outsourcing partner. They’ll discuss the challenges and how to overcome them, and the best approach to take to get the most out of your partnership.
|Led by James Waite, Director of Marketing and Partnerships, CCMA
|14:40 – Networking Break
|15:00 – Case Study: The Very Group
The Very Group has been working with outsourcers for many years to support their customer experience. Lucie will share her perspective on planning, commercials and the use of data. She will also share her views on the differences between multi-vendor, multi-geography, champion/challenger and exclusive partnerships, as well as share her advice on how to balance an internal with an external contact centre.
|Lucie Child, Strategy Lead for Customer Care, The Very Group
|15:30 – Q&A
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.
|Joel Walker, Co Founder & Chief Operating Officer, The Knowledge Group (tkg)
|16:15 – Final Thought
|Kate Law, Director of Membership and Learning, CCMA
|16:30 – Close
About the Speakers
Daryl Wilkes, Director of Customer Care, ASOS
Daryl Wilkes is the Director of Customer Care at ASOS, a global ecommerce fashion retailer operating in over 200 countries across the globe. Daryl has spent the majority of his career in the customer service/care/operations space and lead a number of major customer service/transformation programmes across multiple industries including retail/ecommerce, telecoms and financial services.
Now in his 3rd year at ASOS he’s played a major role in the transformation of ASOS customer care including building a digital care function from scratch, delivering a brave channel strategy, and helping evolve the customer care function to a fully live operation for ASOS customers. As Director of Customer Care, Daryl and his team are responsible for ASOS’ Help strategy, ensuring ASOS are there for every customer when they need help, support, problem resolution and more. Outside of work Daryl is a husband to Hayley (14 yrs this year) and a father of 3, Finn 13 and twins girls Annie & Nancy who are 9, Daryl is a keen runner and is also manager/coach to his sons u14s football team.
Peter Ryan, Global BPO Advisor
Peter Ryan is recognized as one of the world’s leading experts in customer experience (CX) and business process outsourcing (BPO).Throughout his career, Peter has advised CX outsourcers, contact centre clients, national governments, and industry associations on strategic matters like vertical market penetration, service delivery, best practices in technology deployment, and offshore positioning.
Peter Ryan is known worldwide as an influential and trusted BPO and CX research analyst, strategic advisor and thought leader. His expertise spans several strategic topics, from vertical market penetration and service delivery to best practices in offshoring, technology deployment, and competitive positioning.
Peter has a degree in Political Studies from the University of Saskatchewan and an MBA from Dalhousie University. Peter was included in Fonolo’s most recent Top 16 Analysts Covering Customer Experience and placed first on CallCentreHelper.com’s Best Respected Contact Center Professional rankings. He also appeared in each iteration of the Nearshore Americas Power 50 influencers listing.
Andrew Edwards, Head of Operations, Ageas UK
Andrew has worked in the contact centre industry for 30 years, managing large scale customer operational teams across multiple brands, functions, products and sites.
He has significant experience in partnership and relationship management supporting the sales and service delivery of complex operating models, strategy and insurance propositions including change management, improved customer experience and employee engagement.
Lucie Child, Strategy Lead for Customer Care, The Very Group
Lucie has a wide breadth of experience across public and private sector organisations, encompassing consumer insight, marketing and customer experience roles. In her current role she is responsible ensuring the team is set up for success to deliver the strategic vision. This has included working closely on the design and implementation of a hybrid model for Customer Care.
Lucie is a judge in the UK National Contact Centre Awards and the European Contact Centre & Customer Service Awards. Lucie is a passionate advocate for equity and inclusion in the workplace; she is the founder of the colleague-led network WAVE (Women At The Very Group) and currently chairs the CCMA’s Diversity, Equity, Inclusion & Belonging Special Interest Group.
Spencer Brooks, Co-Founder & CEO, The Knowledge Group (tkg)
Spencer has worked in the BPO sector for +25 years. With an accounting background, Spencer has been part of some of the industry’s most innovative commercial arrangements in the BPO Market. From this platform, Spencer has worked both buyer and sales side of the procurement line, using this knowledge to establish The Knowledge Group (tkg).
Joel Walker, Co Founder & Chief Operating Officer, The Knowledge Group (tkg)
Joel has +25 years contact centre experience, is a speaker and writer on outsourcing best practice and sits on several Advisory Boards. Prior to The Knowledge Group (tkg), Joel led the global procurement business for Vodafone, with responsibility for over 55,000 agents, 120 suppliers, 23 local markets and £1.2 billion of costs.
Book your place (s)
Free for CCMA members.
£99 + VAT for non members – invoice will be sent for immediate payment once your booking has been validated.
Where and when?
Date: Thu 16 May 2024
Time: 10:00 - 15:30
Location: Hotel Brooklyn, Manchester
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. However, outsourcers and suppliers are not eligible.
How much is it?
FREE for members – a great member benefit.
£99+VAT for non-members.
Why should you go?
To debate and seek support for sourcing and managing outsourcing partners.