Call centre outsourcing

Corrs advised NBN Co on the establishment of a contact centre in Australia. The contact centre allows members of the public to address any queries or concerns relating to the highly publicised rollout of the National Broadband Network.

Corrs’ experience and in-depth understanding of the commercial and contractual issues applicable to transactions of this type allowed Corrs to provide guidance and advice on the evaluation of the tender responses, best practice service level and pricing structures applicable to contact centre arrangements and other complex issues that arose during negotiations.

Suncorp’s business process outsourcing program

Suncorp recently designed and implemented a company-wide strategic business process outsourcing program.

Suncorp was advised by Corrs, who led negotiations with the successful vendor and was primarily responsible for documenting the outsourcing agreement, commercial schedules, service level agreements and statements of work.

To address the complexities of off-shoring, Corrs implemented novel cross jurisdictional arrangements to protect against the risk off off-shore claims and theft of IP and customer data.

Post contract execution, the initial process design has enabled Suncorp to quickly and easily expand the scope of its outsourcing program using standard document templates created by Corrs specifically for this purpose.

The success of the program and Corrs’ involvement has seen Corrs appointed to a further two Suncorp business process outsourcing initiatives in the recruitment and real estate spaces.

Water Corporation of Western Australia’s IT outsourcing to CSC

The Water Corporation of Western Australia, one of the the largest utilities by area anywhere in the world, has outsourced its information technology function since 1996.

This has included adopting a selective sourcing model under which a provider was retained to provide infrastructure services under one contract and applications services under a separate contract.

Corrs has provided strategic legal advice at every stage of the Water Corporation’s outsourcing projects since 1996 including advising extensively on tender process design, drafting of contracts, normalisation of bids, negotiation of terms with multiple third party suppliers and implementation.