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Rebadging in action: Real-world success stories

Success story 01

Fintech reduces the cost to serve by 30%

Our client is a global brand in the online payments and financial services space.

Challenge

In-house contact centers can be expensive to manage and maintain, as they require significant investments in infrastructure, technology and human resources. Therefore, our client wanted to transfer their in-house contact center operations and employees to external management with Foundever, with minimal impact on their brand reputation and level of service and a commitment to cost savings over 30 months. This included staff on two lines of business: customer support (B2C) and seller support (B2B).

Solution

The key to the project’s success was clear planning and close collaboration with our client. For the implementation process, we helped our client predict risks and challenges that could impact the achievement of their goals. We applied proven methodologies and used tools to plan, control and monitor to make the project a success.

Strategic shadow operations

We deployed a nimble “shadow” operation for each activity and language, ensuring contingency and risk mitigation, because in this process, preparation is key.

Cost efficiency with productivity enhancements

We continued to drive cost efficiency through targeted productivity improvements such as optimizing processes and streamlining workflows.

Attrition management

During the consultation phase, we worked to seamlessly transition employees to Foundever and closely managed attrition, ensuring stability through every step.

Effective communications and employee packages

We crafted clear, concise and impactful communication strategies and employee compensation packages that drove desired outcomes.

Location strategy

We identified additional cost savings by having service delivery from our multilingual hubs in Europe.

Investments in training and coaching for agents

We invested significantly in training and coaching to propel the development of agents’ skills.

Monitoring and managing social media and press coverage

We proactively tracked social media conversations and press articles to identify potential risks and prevent misinformation. By quickly addressing any leaks or negative narratives, we ensured that communication remained aligned with the client’s goals and brand reputation.

Smooth and rapid transfer while delivering on performance

At the transfer, the client’s contact center operations and employees became the responsibility of Foundever, complete with office space and at-home working environments tailored to specific markets.

Strategic attrition backfill

In the initial 6-12 months, we managed natural attrition with strategic backfill from alternative locations, ensuring business continuity while keeping the talent pipeline flowing.

Results

FTEs quickly & successfully transferred within 3.5 months

reduced costs in operations

improved efficiency over 2.5 years

Success story 02

Seamless workforce transition through rebadging

A major telecommunications provider with a high-performing telesales team sought to transition its workforce to Foundever through a rebadging process. The goal was to maintain workforce continuity while improving operational efficiency and optimizing costs.

Challenge

The client faced several key challenges in executing the rebadging process:

Ensuring a smooth employee transition The rebadging process involved transferring an entire telesales team, requiring clear communication and structured support to maintain morale and performance.

Maintaining operational stability The transition had to occur without disrupting sales targets, service quality or customer experience.

Adapting to a new management structure Employees needed to adjust to new leadership, HR policies and operational processes while continuing to meet performance benchmarks.

Executing a major site relocation Shortly after the rebadging, the team had to move from a long-standing office location to a new site, demanding precise coordination to ensure a seamless transition.

With only eight weeks’ notice, the transition required a strategy that prioritized employee engagement, operational success and business continuity.

Solution

Employee engagement and communication strategy

  • A comprehensive communication plan was developed to provide transparency around employment terms, benefits and career growth opportunities.
  • A dedicated employee engagement program included virtual apprentice graduations, home visits for employee recognition and an internal engagement initiative to maintain morale.
  • The rebadging plan ensured that apprentices retained their programs, despite the transition, protecting their career development.

Maintaining business continuity and performance

  • A shadow operation was implemented to ensure consistent service levels during the transition.
  • Cross-training initiatives prepared frontline advisors to handle multiple call types, increasing workforce flexibility.
  • A specialized support team was introduced to work alongside another vendor’s trial team, improving outbound sales structure and overall productivity.

Seamless site relocation

  • A dedicated project team consisting of advisors, performance coaches, and managers led the physical move, handling IT setup, phased staff onboarding and logistics.
  • The operational move was completed without any disruption to service performance, providing a successful framework for future site transitions.

Results

Operational excellence

  • Data entry compliance exceeded 95%, surpassing targets.
  • Pre-install cancellations dropped below 8%, improving customer retention.
  • Net Promoter Score (NPS) reached +51 overall (+46 for inbound telesales, +57 for outbound sales)

Sales performance

  • The team set a new outbound sales record, delivering +106,000 sales, a 4% increase over the previous year.
  • Record-breaking sales were achieved immediately after the rebadging transition, demonstrating workforce resilience.

Financial impact

  • Gross margin reached 23%, exceeding target expectations despite new process implementations.

Employee retention & engagement

  • Illness levels remained below 4%, maintaining a healthy workforce.
  • Annual attrition was below forecasted losses, indicating strong engagement and stability.
  • Managers received targeted development opportunities to enhance leadership and career growth.

Cross-site support

  • The telesales team stepped in to support another site when leadership transitions disrupted operations.
  • Employees were cross-trained to handle both customer retention and pre-install cancellation calls, increasing workforce adaptability.

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Conclusion: Taking the next steps for workforce optimization

Rebadging: Unlocking workforce flexibility & cost efficiency