‘The Challenge’ How to Improve Margins Following a Merger

One top 100 London-based law firm took a close look at how they could improve the delivery of secretarial services while simultaneously improving the cost-efficacy of their support function: could support staff be freed-up from mundane administrative tasks, such as transcription and document production and up-skilled to do more valuable work? With improvement of client service at the heart of their operation and city centre office space at a premium, it would be vital to improve the quality of service as far as possible and yet make the operation as efficient as possible. How could a Global BPO outsourcing solution help?

‘Our Solution’

Working to a brief from the client’s HR, IT and Secretarial Managers we recruited and trained a team of 6 full-time global staff. This team then received web-based system training on all client specific systems and procedures and were given access codes so that they could work remotely from our state-of-the-art offices in Cape Town, within the client’s secure IT environment. This set-up was managed by our London team acting as a single-point-of-contact to ensure that implementation was smooth and delivered to agreed timelines.

‘The Value to the Client’

The cost of employing high quality staff in Cape Town is 30-50% less than a typical UK salary and as our staff work a full 8 hours per day this client now benefits from 5 hours additional resource per staff member per week – across 6 staff members that is 30 hours per week. Our ability to put a team together quickly and manage the set up smoothly provided critical support during a period of change for the support team of the merging firms. Without having to lose any time sourcing staff, finding desk space, or paying a premium for local resources, our client now has a cost-effective, high quality, reliable support in place. The value of the service is regularly measured against mutually agreed quality service levels and to a high % utilisation to ensure consistency and client satisfaction. This has reduced the volume of document production that needs to be carried out at our client's offices and has freed up their London based secretarial staff to carry out other tasks – thereby, in turn, improving service delivery to their own clients. In fact this client is so happy with our support that fee earners started to send work direct to Cape Town (rather than through UK support team) after only a few weeks.