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 expert, David Rickards, 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 | Leigh Hopwood, CEO, CCMA |
| 10:55
|
Keynote: State of Contact Centre Outsourcing 2025
Outsourcing has never been so popular, and as a result the landscape is moving at pace. David will explore the global marketplace, how the UK is responding and the latest trends and motives for outsourcing. |
Everest Group |
| 11:15 | Case Study: Cultural Alignment for Customer Care | Vikki Nivan, EU Telco Director, Assurant |
| 11:35 | Roundtable Discussion: What Locations Are You Using and What Challenges Do You Face In Those Locations? | Spencer Brooks, Group MD &Co-Founder, tkg |
| 12:00 | Networking Lunch | |
| 13:00 | Debate: 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:
|
| 13:40 | Roundtable Discussion: How Are Outsourcers Supporting Your Digital Transformation? | Spencer Brooks, Group MD &Co-Founder, tkg |
| 14:00 | Networking Break | |
| 14:20
|
Case Study: Working Together to Embrace Technology | |
| 14:40
|
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. |
Leigh Hopwood, CEO, CCMA |
| 15:30 | Close |
About the Speakers
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.
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). The Knowledge Group is a disruptive sourcing and procurement firm, specialising in delivering outsourcing solutions for clients. Recently, The Knowledge Group merged with Maistro, a procurement technology service provider. Together, the organisations are aligned in connecting buyers to suppliers, harnessing a combination of powerful digital solutions and industry expertise.
Joel Walker, Co Founder & Chief Operating Officer, The Knowledge Group (tkg)Book your place (s)
Included as part of CCMA Membership.
£99 + VAT for non members – invoice will be sent for immediate payment once your booking has been validated.
Supported by
Where and when?
Date: Tue 13 May 2025
Time: 09:30 - 15:30
Location: Hotel VOCO, 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. Outsourcers and suppliers are not eligible for this event.
How much is it?
Included as part of CCMA Membership.
£99 + VAT for non-members.
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.