Our client, a fast-growing services company, moved their call center operations from the US to the Philippines to save cost. This call center of 500+ agents was handling customer calls. As the operation and business support systems [OSS/BSS] were not integrated, call center agents had to log in to different systems while on the call with the customer. Additionally, the corporate office could send announcements to this call center through emails. Level 2 and 3 support staff could not instantly communicate outages and alerts to these agents. New agents had to search to a shared network drive to locate documents to resolve customer issues.
This resulted in:
Our professionals analyzed the business and technical challenges, analyzed several Portal solutions, integrated and customized a comprehensive Portal solution to address the above challenges.
Several system features included: