Build-Operate-Transfer

BACKGROUND
In 2007, as a pioneering contact center with significant capacity for offshore execution and management of large-scale outsourcing projects, Confabia ventured into BOT (Build, Operate, Transfer) for offshoring.
Through this model, Confabia helps the client in setting up an offshoring center from start to finish. The engagement begins with initiating operations, extending from the acquisition of facilities to recruitment and training of staff, and operating the center for a defined period. Once center services are well-established, management and ownership is transferred to the customer. This proven service transfer platform is designed to ensure process integrity and minimize inherent migration risks. Negotiations with an Australia-based telecommunications company using this framework started on August 2007. The partnership proved to be valuable to both parties as the BOT was realized in just 13 months.

PROGRAM PROFILE: Established in 2000, this Australian-owned company is a telecommunications industry leader

  • Activates over 300,000 new prepaid phonecard services each month across over 30,000 retailers.
  • Provides a complete range of phone and internet services, from line rental, local calls and long distance, to dial-up and broadband internet, mobile and VoIP.
  • Provides voice services to the Australian and New Zealand market, carrying over 1 billion minutes of call traffic per year, or around 20% of all Australian outbound international calls.
THE CONFABIA SOLUTION: ATTRACTIVE BOT BENEFITS VERSUS TRADITIONAL OFFSHORE DE NOVO SET-UP
The Confabia BOT model presents a unique and innovative approach to offshoring that promotes a win-win environment for all parties concerned:
  • Rapid upscaling of operations
  • Wider service offerings, quickly filling business model gaps
  • Lower infrastructure set-up costs
  • Reduced time to operations through utilization of knowledgeable 3rd party management resources responsible for:
  • Facility selection and fill-out
  • Attending to government rules and regulatory requirements
  • Cultural transition
  • IT infrastructure procurement
  • Security

BUILD, OPERATE, TRANSFER


BUILD
Set up the facility and infrastructure, staff the development center, and establish knowledge transfer.
Negotiations started August 2007. Initiated building infrastructure on October 2007.

OPERATE
Manage the offshore organization: program management, development, QA, maintenance, enhancements, and product support.
First phase of operations commenced on November 2007 for Prepaid initially with 18 seats and 22 agents.
    Ramp-up Schedule
    • Customer Service on March 2008 (20 seats & 20 agents)
    • Technical Support on April 2008 (18 seats & 18 agents)
    • Retention & Recovery on May 2008 (6 seats & 6 agents)
    • Inbound Sales on June 2008 (6 seats & 6 agents)
    • Outbound Sales on July 2008 (30 seats & 30 agents)
    • Ended with around 200 agents October 2008
TRANSFER
Registered a new offshore subsidiary for the customer, transferred assets, and executed handover of operations.
  • Negotiation started October 2008
  • Transfer Plans finalized on November 2008
  • Transfer operative Dec 01, 2008