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Contracts Database

for Customer Experience Services

Track the pattern of service adoption by monitoring Customer Experience Services contract awards by your peers. Identify who are the successful vendors this industry now. Updated monthly!

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BBC - Licence Fee Collection BPO

Case Study

by Paul Connolly

published on Dec 07, 2002

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Report Overview:

Report Outline:

NelsonHall has published a BPO case study identifying the lessons learned from the procurement of the BBC licence fee collection service.

The case study identifies the practices used in the procurement process including approaches to:

  • Initial market testing
  • Expectation setting
  • Use of "real life" vendor testing
  • Contract negotiation
  • Establishment of a fee structure designed to maximise revenue collection.

This case study is published within Package 1 of NelsonHall's BPO & Outsourcing subscription service.

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