Develop Call Center Routing Solution
A privately held company that provides device protection and support services for smartphones, tablets, consumer electronics, appliances, satellite receivers and jewelry. The company operates in 14 countries and has 49 offices worldwide with 17,000 employees serving 280 million consumers.
The company desired to determine the best way to improve load balancing (call routing) between three existing call centers in order to:
The project delivered:
Executive management approved the recommended solution and the company moved forward with implementing it