Case Studies for Industry, Processes, and Technologies

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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