Identifying a new and reliable 800 number solution was a major corporate initiative for a client. They needed a cost-effective call center solution that did not compromise service levels for its national finance and mortgage clients. They required assistance in handling RFP Issuance, sourcing, project management, and policy setting for the new solution.
Result: After completing the RFP, proposals from the incumbent as well as two competitive providers were reviewed. As part of a comprehensive sourcing initiative, each solution was evaluated and a balanced scorecard of all services was presented to the client. On final decision, the price negotiation and service level agreement analysis was completed. The implementation and voice number porting was project managed. On completion, all old services were disconnected. It was verified that all new bills matched the terms of the new contract. A voice usage policy and center guidelines were established for the new system. The sourcing initiative resulted in a seamless technology transformation and a 20 percent annual telecom cost reduction.
