EXPANDING CUSTOMER CARE
growing mobile operator in
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
client required experienced consulting in the management
of the rollout. They
also wanted to build a state-of-the-art
and business practices within the Call Center.
drew upon its international experience to provide a team of
Network Project Managers to expedite the infrastructure
project was segmented into outside plant, switch
management and integration, and overall implementation.
consultants brought industry experience
with both wireline and the specific vendors supplying the
To support the call center build
provided two senior consultants. The first functioned as the Customer Care Manager
and provided direction and creation of key structure and
organization structure and recruitment or managers
of commercial procedures
and management of the
of an overall Customer Care strategy to cover
with Finance, HR and the Projects office.
The second key role was that of
Call Center Manager, who managed the
infrastructure implementation. Key accomplishments:
equipment supplier efforts, network planning operations
and the commercial and marketing departments.
responsibility for the installation and integration of the
into a new IN Prepaid Network, and ensure functionality to
the existing post-paid network.
software compatibility and interoperability with other
data base and information systems that were in use by the
and make recommendations to current Call
Center operations process.
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
bringing deep experience in business process and business
and operational support systems.
clients throughout the
Americas, Europe, Asia, Africa and the
. Please call
us to discuss how we can support your business goals.