This case study highlights how Avalon enabled performance transformation through data-driven operations management for a leading outsourcing services provider in Saudi Arabia

The client, a renowned provider of Business Outsourcing services in Saudi Arabia, caters to both public and private sector organizations, specializing in HR outsourcing, manpower deployment, and contact center support. Despite its deep domain expertise, the client faced significant delivery challenges including missed SLAs, low visibility into operations, and persistent issues due to ineffective root cause analysis.

Avalon led a comprehensive operational transformation by identifying key performance gaps across functions and implementing a Performance Management Framework. This included defining unit-specific metrics, establishing tracking systems, and setting benchmarked control limits. We also developed real-time dashboards and conducted workshops to embed operational excellence into daily workflows, while introducing automation and empowering teams to address bottlenecks proactively.

The impact of these interventions led to:

SLA compliance for HR sourcing improved from 87% to 100% within 4 months.
Contact center Average Handle Time reduced by 24% (from 352 to 268 seconds).
First Time Resolution in the manpower outsourcing function rose from 95% to 98%.
Recurring operational issues dropped by ~90%.
Real-time reporting and stakeholder accountability drastically improved

Driving Operational Excellence for a Leading KSA Outsourcing Provider