A worldwide credit card company is looking for a way to harmonise its offer of concierge services in the different countries in which the offer exists. At the same time, this company would like to propose the same coverage for all cards of the same category, regardless of the country in which the customer purchased the card. But how to achieve this objective? Should the company maintain its current operational structure, using different providers in different countries, or should it adopt a regional call centre solution, which would provide the services for all Asia Pacific cardholders? 

After analysing the advantages and disadvantages of the two solutions (centralised vs. decentralised) with the client, as well as the anticipated volume of activity in each country involved in the programme, our teams presented the "cluster" solution, drawing on its current organisation in the region: 5 coordinated centres which share the same IT system providing the services. This solution is the best compromise in terms of price, quality and consistency.