A number of closely controlled and proven support methodologies are used to enable operational success and increase quality and performance:

Project and transition management

• Collaborative approach
• Three stage transition
• PMBOK and Prince II methodology
• Single point of contact for all transition activities

Quality management

• Core focus is on the experience of the customer
• Process improvement input
• Active and progressive quality management
• Calibration sessions
• Trend reporting for client operational use
• Regular knowledge and quality assessments

Workforce management

• Forecasting, headcount planning, scheduling and monitoring
• Multi-skill and multi-site capability
• Dialler and data management

Management information

• Reporting structured around key client metrics
• Real time MI

Governance

• Monitoring of performance against legislative requirements
• Accredited FSP
• Accredited FSA
• Compliance assessments

Knowledge management

• Co-ordination and distribution of all product and process updates
• Policy management

Client relationship management

• Partner meetings and launch
• Planning and renewals
• Contract management
• Service level agreements
• Audit and governance
• Commercial initiatives
• Partner invoicing
• Management information