Previous events taught us that business agility and adaptability should be rooted in every business aspect. Ensuring ongoing business continuity has become a behemoth task, especially for businesses running captive or global in-house operations.
An important insight one should consider: in a report, Everest Group forecasted that investments in global in-house centers are likely to continue as enterprises counter current cost and margin pressures[1]. With this in mind, rethinking business strategies and evaluating the need to outsource business processes and operations has become vital in driving business continuity and efficiency.
In a previous blog, we discussed rebadging – an essential process where a company’s existing workforce is seamlessly acquired or transferred to a third-party service provider and transitions internal services to an outsourced service model. In this blog, we’ll talk about the benefits of partnering with TP and how our rebadging solutions have enabled seamless and smooth transitions for both clients and employees.
Rebadging: The Benefits
As a global digital business services company, TP has performed various models of rebadging, having rebadged more than 100,000 people. Our rebadging deals have enabled our clients to achieve seamless transitions and drive transformation through TP's advanced GenAI and data analytics solutions.
By tapping into TP’s proven rebadging solutions, clients can expect the following benefits:
- Long-term cost reduction in direct service and support
- Expedited transformation with a trusted partner to implement end-to-end solutions that enable frictionless customer journeys
- Staffing flexibility and alternative solutions
- Business continuity for clients and talent retention plus career opportunities for rebadged employees
Another benefit of rebadging is its ability to retain top talent. Rebadging allows businesses to keep their top-performing employees by providing new challenges and opportunities.
TP recognizes the importance of employees throughout the rebadging process. By focusing on and prioritizing the needs of our employees, we are reducing employee turnover and the associated costs. We prioritize addressing what is important to the employees, offering support, and providing resources while monitoring their progress for the best chances of success. We ensure proactive communication, provide targeted engagement and feedback initiatives, and offer long-term career pathing opportunities.
"
"
After 14 years and multiple annual layoffs over the years, we were rebadged into a TP center. Working for such a large company comes with so many benefits and opportunities. I began another journey as a part of the TP University, gaining new insights into areas of our business. I am truly grateful to be a part of a company that provides the level of resources, support, and opportunities that TP does! – Letitia, VP of Customer Experience at TP in the USA
TP’s rebadging solutions have enabled a smooth transition for one of the largest global automotive companies based in the United States. After years of failed SLAs and lack of progress, the client moved to rebadge to a second outsourcing provider and partnered with TP to implement rebadging solutions.
The initial scope included 600 agents who supported 25 LOBs in the client-owned facility. TP deployed the following rebadging solutions:
- Voice, back office, and email support for both B2C and B2B
- Emergency support, regulatory and legal assistance, and loan/financial interactions as part of the rebadge initial scope
- A dedicated team equipped with the best resources from all workstreams to lead, transition, and support the entire program
- Dedicated Technology, Analytics, and Process Excellence™ resource to drive impactful transformation
- Asset logistics and management to facilitate scaled hiring and resource management
The results? The initial rebadge take rate was over 85%, and within six months of the engagement, TP exceeded all critical SLA targets. One year into the relationship, we rebadged an additional 400 employees out of Texas.
Achieve seamless, efficient, and cost-effective transitions through TP’s rebadging solutions. Contact us today to learn more!
[1] “Global Services Market Update: How Enterprises Can Leverage Provider Support to Maximize GIC Potential,” Everest Group. September 2023
Other impactful stories