Contact Center Outsourcing Assistance – Evaluation, Selection, Implementation, Relationship Management
| Project Background | One of the largest divisions of a major cable operator. The division is a collection of geographically discontinuous systems distributed across multiple states, and serves over 1.5 million subscribers |
| Business Challenge | • Client needed to establish a longer term corporate vision for outsourcing • Client needed to optimize existing outsourcing relationship and either expand existing relationship or establish a new relationship for tier 2 technical support |
| Project Approach | • Led an eight week assessment of the division’s customer care operations • Analyzed call center data across the division • Conducted interviews of key personnel from senior management to frontline employees to gain perspective on current operations • Worked with Executive Management to create outsourcing vision • Reviewed proposed contracts to provide input for negotiation • Created assessment criteria and conducted an assessment of existing outsourcing relationship and site visits with new outsourcing locations in Canada, Florida and Texas. |
| Business Benefits | • The assessment yielded several key recommendations which included: • Maintaining and expanding existing outsourcing relationships instead of changing outsourcing vendors. • Strategies to optimize existing outsourcing relationships • Strategies to create synergies between company-owned contact centers and outsourced centers. |
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