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 costly premium, it was 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?
Working to a brief from the client’s HR, IT and Secretarial department 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 to the client’s secure IT environment so that they could work remotely from our state-of-the-art offices in Cape Town. This set-up was managed by our London team acting as a single-point-of-contact, ensuring smooth implementation according to agreed timelines.
‘The Value to the Client’
The cost of employing high quality staff in Cape Town is 30-50% less than in the UK. 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 within the administrative functions of the merging firms. No time was wasted sourcing staff, finding desk space, or paying a premium for local resources.
Our client now has a cost-effective, high quality, reliable support system in place.
The value of the service is regularly measured against mutually agreed quality service levels and a high percentage 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 and in turn improved service delivery to their own clients. In fact this client is so happy with our support that fee earners started to send work directly to Cape Town within only a few weeks.
"Thank you for all your hard work and the excellent service that we have had from you.All is still proceeding very well with the outsourced service."