Wembley cancels outsourcing contract and saves money

A blow for the principle of outsourcing was delivered today, as Wembley International announced it expected to make significant savings after cancelling its outsourcing contract.

After the five-year contract came to an end, the entertainment group took the management of its systems back in-house and confirmed it expected to make significant savings as a result.

The savings will mainly come from using new technology to fully automate its information call handling and the ticket booking systems. It is now possible to conduct the entire booking process automatically.

The saving in staff costs was felt immediately and allowed the existing staff to focus on the more difficult calls, further helping the company's aim of boosting its criticised customer relations profile. 45% of all calls are now handled automatically, peaking as high as 70% on busy days.

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