VIDA Management Consultants
Specializing in Customer Interaction
VIDA Management Consultants
Specializing in Customer Interaction
Vicki set-up a service support center in 90-days as part of a UK based radio station launch program. The company had several sister subsidiary companies headquartered in the UK, including a huge call center operating out of Swindon. The sister company in Swindon had fiber connections for telecommunication and data transmissions, and a high-speed direct link to a New Jersey location. They had over 1,000 agents on three floors, all the needed infrastructure, and the willingness to house the 3-4 agents needed for the small start-up. The original plan was to use the Swindon facility.
Two factors changed the whole game plan. First, the two IT groups could not come to terms with an “interdepartmental” service level agreement for the equipment that would be housed in Swindon. Second, carrier call analysis between Swindon’s legacy agreement and the “0800” and “0900” phone service that was needed for the new operation surfaced cost issues. It ended up being cheaper to bring UK calls back to the call center in Chicago, rather than to terminate them in the UK. From a call center operational perspective, this solution was much simpler than the original plan. Training and call quality could be more easily controlled at the Chicago center. The U.S. agents had some start up issues with British dialects and cultural differences, but the Brits like American accents and concerns quickly disappeared.
1209 N. Lakeview Drive, Palatine, Illinois 60067 • vidaconsultants.com • (847) 991-0028
Copyright © 2003-2004 VIDA Management Consultants. All rights reserved.