Develop Call Center Routing Solution

Client

 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.

Project Goals

The company desired to determine the best way to improve load balancing (call routing) between three existing call centers in order to:

• Improve utilization of personnel across all three centers
• Deliver a customer to the best available resource regardless of location

Deliverables

The project delivered:

• Analysis of existing call processing data and infrastructure
• Technical and business analysis of three viable solutions
• A recommended course of action based on business directed decision criteria

Results

Executive management approved the recommended solution and the company moved forward with implementing it