Background: A near shore Fortune 50 Telecommunications service company needed to reduce the cost of service. The organization had not outsourced services in the past.
Approach/Solution: The Professional Services Team conducted a deep analysis of the Client’s processes, technologies and locations, looking for efficiencies, best practices, repetitive tasks and gaps in knowledge and services. (Contact Center Readiness Assessment.)
Through the Professional Service Team’s research and analysis, portions of customer service and technical support were transitioned to outsourced programs.
Reduction in cost of service by over 70%.
Blended model of outsourced and in house positions.