Case Studies: Call Center Expansion
I need to expand my Call Center operation and I need to reduce my operational costs. Should I open a center overseas?
Problem/Situation
The Teleservices Department of a midsized corporation is under pressure from the senior management to improve its margins. After conducting a thorough assessment of its operation, the department head had a decision to make: Should the company move its expansion plans offshore?
Solution
The company convened a small team to explore call center site locations and providers. Teledirect Partners joined the team and was asked to contribute an outside expert opinion. The team created a detailed RFP that identified the operational and systems requirements. From the RFP responses, four providers were selected, each with a number of locations, both domestic and international. Having explored weighed alternatives, a nearshore solution was recommended. Country solutions and outsourced providers were examined and a location was selected.
Once the call center location was determined, Teledirect Partners was engaged to lead a cross-functional operations team that focused on building out and staffing the call center. The team identified the decisions and actions that need to happen in order to build out the call center within a 120-day window. Teledirect Partners was responsible for managing the overall project, ensuring the contribution of the project members, and ensuring that the project was brought in on time and on budget.
Results
The call center opened on time and on budget. In order to continue to improve its margins and deliverables, the client has chosen to continue to expand the operation and add additional capacity to this new site.
