The Canadian subsidiary of a global technology company needed help migrating their call centre to a new worldwide team. Ensuring that staff expectations, infrastructure and process transition, and project timelines were seamlessly managed required the deft hand of an outsource advisor team with versatile project and process management expertise, excellent communications skills, and a sense of urgency.
This was not the first time we’d worked with this client, so our proven in-house project processes were well established for them. We used the Structured Interview Process™ and Knowledge Up Next™, as well as our client’s processes, to establish and focus and common purpose for the project. We also held unique team building events – such as building and racing electronic cars – to encourage the engineering teams to work together. Client cross-team building exercises and activities included participation at all levels of staff and management. Every person on the call centre migration had their own weekly team goal. Weekly progress meetings focussed on creative problem solving and building on results. The latest MS project management tools and office applications were the foundation for our communications protocol and work plan.
Client cross-team building exercises and activities included participation at all levels of staff and management. Every person on the call centre migration had their own weekly team goal. Weekly progress meetings focussed on problem solving and building on results. Through the collaboration of over 35 people, the Canadian call centre migrated to the global call centre within 6 months, meeting the project schedule. Our client’s reporting processes indicated that customer satisfaction improved significantly. The end result was recognized by the Director of Global Support Services as a best practice.