Challenge

As one of Australia’s leading insurers, this organisation’s purpose is to enable a more resilient future, allow its customers to explore, innovate and take measured risks, and provide customers security in the knowledge that they are backed by a strong insurer. This retail insurance provider made the decision to move its call centre from the Philippines to Parramatta.

Solution

Facto was engaged to plan and manage the migration of call centre services for their consumer products. Over 80 call centre staff were hired and trained, a building relocated and a fit out managed just in time for new staff. Using agile techniques, a 6 month migration was accelerated to 4 months as Covid struck and lockdowns introduced remote working practices. Facto provided Program Management and Agile Coaching services.

Result

This organisation successfully migrated all consumer call centre functions within time and budget.