|
|
|
|
|
 |
|
|
|
|
|
|
|
|
|
| Strategic Support of International Call Center Initiatives: |
|
|
|
|
|
| |
|
|
| Overview |
|
|
|
- Our client, the head of Global Operations at a large global insurance giant, was asked to support some regions requiring help in developing their call center offerings.
- Most urgently, the Asian region needed to develop and deploy a call center capability supporting a high profile push into the China market.
- In addition, the organization was asked to urgently upgrade an end-of-life call center infrastructure in Argentina.
- Several other regions also required similar assistance globally, related to call center requirements.
- Client did not have the resources or expertise to support these efforts in the timeframe required.
|
|
|
|
|
|
|
|
Our Approach |
|
|
|
- Led the client through a complex process of call center strategy development, financial analysis, and regulatory review, across several regions.
- In this very de-centralized organization, a major challenge was to collaboratively balance stakeholder requirements and interests across multiple organizations and cultural backgrounds.
- Reviewed solution alternatives, developed the proposed solution(s), identified project risk characteristics & a mitigation plan, and created high level project plans as well as several detailed cost-benefit analyses.
- Final business cases, where required, were subsequently approved by the relevant, diverse stakeholders.
|
|
|
|
|
|
|
|
|
Outcome |
|
|
|
|
- Successfully drove the development and approval of the various solutions in a highly contracted timeframe, to the satisfaction of the different stakeholders.
- Ability to manage a diverse multi-disciplinary team of client stakeholders through a process with which they were unfamiliar was key to the successful development of each initiative.
|
|
|
|
|
|
|
|
|
|
|
|
|
| Copyright - TNC Management Group LLC © 2009 |
45 Park Place South, #301, Morristown, NJ 07960 | 1-888-821-1115 |
|
|
|
|
|
|
|
|
|
