EXPANDING CUSTOMER CARE

SITUATION:   A growing mobile operator in Tanzania was in the midst of a transformation project and recognized the need for outside assistance to support the rollout of new network infrastructure and a new Call Center.

The client required experienced consulting in the management of the rollout.  They also wanted to build a state-of-the-art Call Center and business practices within the Call Center.

SOLUTION:   Alliance drew upon its international experience to provide a team of Network Project Managers to expedite the infrastructure rollout.  The project was segmented into outside plant, switch management and integration, and overall implementation.

Alliance consultants brought industry experience with both wireline and the specific vendors supplying the equipment.

To support the call center build out, Alliance provided two senior consultants.  The first functioned as the Customer Care Manager and provided direction and creation of key structure and process:

       Detailed the Call Center organization structure and recruitment or managers

       Development of commercial procedures

       Creating and management of the Call Center budget

       Development of an overall Customer Care strategy to cover Call Centers and Customer Care Centers.

       Development of Call Center marketing strategy

       Coordination with Finance, HR and the Projects office.

The second key role was that of Call Center Manager, who managed the Call Center infrastructure implementation.  Key accomplishments:

    Coordinated equipment supplier efforts, network planning operations and the commercial and marketing departments.

      Full responsibility for the installation and integration of the Call Center into a new IN Prepaid Network, and ensure functionality to the existing post-paid network.

      Ensure software compatibility and interoperability with other data base and information systems that were in use by the carrier.

      Review and make recommendations to current Call Center operations process.

 

RESULT:    Within six months, the client had designed and built a new Call Center.  The Center was staffed with managers and operational processes had been created.  The infrastructure roll out was accomplished over this six-month period.  This included a technology upgrade in all of the network base stations.

_________________

Alliance specializes in bringing deep experience in business process and business and operational support systems.

Alliance has serviced clients throughout the Americas, Europe, Asia, Africa and the Middle East .  Please call us to discuss how we can support your business goals.  Call 847-782-1500.