The client utilises the services of two third party Call Centres, one for UK and the second for Europe. Both are underperforming versus expectations to support consumers, especially with growing needs of the B2C business and a planned re-launch of a major brand in 2022. Several main areas of shortfall in performance - rules based rather than timely and empathetic response to complaints, they are both considered a risk to trust in brand, both have failed to mange the impact of COVID and there is an Inconsistent customer journey and process. The UK contract is about to end and the European contract has formally already ended but was continuing on a month-by-month basis. The client would like to identify one pan-European Call Centre who can recruit, train and retain market leading contact handlers, who have a simple one view system for all products and communications channels, who will deliver consistent standards of customer experience and performance versus KPIs, who will deal with key risks, support the development of a better customer experience and provide data support etc