Global Contact Center Launch

CUSTOMER CALL CENTERS NEED SUPPORT TOO

Who do customer call centers call when they need support? They call ACME.

Not long ago, a leading global provider of on-demand cloud computing applications was searching for a new call-center platform. They needed a worldwide system to answer all customer calls, present callers with an interactive voice menu and route the calls to the appropriate resources.

Their goal was to consolidate to a single, global, scalable call-center platform that would provide complete customer support 24/7 and deliver performance data to optimize their processes and staffing. Since they were singularly known for moving the enterprise to the cloud, their call center solution needed what they were selling to the marketplace.

ACME was engaged to lead the search, selection and implementation of a new call-center system. We coordinated the build-out of the team and defined roles and responsibilities for all. Then we led the way through an agile development process.

Kick off. Kick butt.

Critical to success was the kickoff meeting in which C-level execs stated unequivocally that there was no room for failure. Zilch. Succeed or else. We then stood up and calmly told everyone what we were going to do and when it would be delivered.

It put people on notice and put our reputation on the line.

Enter the red and yellow flags…

We soon learned that project stakeholders were located in countries all over the world. Some were company employees, others were outsourced vendors. Providing one solution for people who work for different companies in multiple cultures and languages es una problema muy grande.

To make it tougher yet, we were pushing the envelope in call-center technology, which was immature in development and didn’t offer all that we wanted. We had to persuade vendors to make technology changes in global telephony and call routing to fit our needs.

Based on our analysis and recommendation, the client chose LiveOps for their call-center platform. The new platform was introduced to individual call centers, both internally staffed and outsourced, beginning with a pilot within the client’s IT help desk. We then continued with rollouts in the Japan, APAC, Americas and EMEA customer support call centers.

Call-center support for call centers

Rolling out the system one center at a time was a managerial challenge. There were overlapping release and support activities, and a high level of coordination was necessary. Careful project and resource planning helped alleviate these risks.

Despite many challenges, the implementation was a huge success. Customer support and experience was improved, as was visibility for call-center managers into the flow, content and volume of their support calls.

The data now being captured will assure our client has optimal support staffing and resourcing worldwide. Additionally, support costs plummeted because they were no longer supporting call center infrastructure.

Good cop, bad cop

A key to the project’s success was being able to act as a third-party liaison. We could give good news and bad news and tell it like it is when others were afraid to speak up.

Never be too chicken to ruffle some feathers.