IHS Support Solutions, help desk training, support center training, contact center training, certified trainers, onsite training, global standard, international, multi-language
IHS Support Solutions, help desk training, support center training, contact center training, certified trainers, onsite training, global standard, international, multi-language
| Register for Training Contact Us | About IHS | Consulting | Training & Certification | Staffing | Strategic Sourcing IHS
Overview | Evaluation | Outsource Advisory | Consolidation | Customer Relationship Management | Knowledge | Projects

Establish Insourced Support Center & Migrate from Outsourcer



The provider of a high performance global extranet to financial services providers, delivering through a single connection end-to-end multi-channel data and voice communications solutions around the world. Its infrastructure links financial market participants 24 hours a day.



The firm’s world-wide support center operation had been outsourced to a service provider in central Florida which had just announced that it was abandoning its support center business. Our client had 60 days to migrate this 24x7, single-point-of contact support center operation to New York without impact to its demanding financial services customers. The client engaged IHS Support Solutions to design and implement a solution that met this challenge.

(c) 1997-2004 IHS Support Solutions. All Rights Reserved Careers | For Employees Only | Industry Resources
  • The IHS-managed global support center was ready to go live one week early and was delivered under budgeted cost
  • The transition had no negative impact to the client’s customers—to quote the managing director of the client, “It was a non-event”
  • We developed new processes as the center continued to grow—for example, during the first quarter of 2001, process improvements allowed each analyst to handle significantly more calls; although the number of analysts increased by 46%, the cost per call was slashed by nearly 40%.
  • Provided a service level-based managed service scalable and responsive to the client’s growth and business requirements
  • During the first year of operation, as the client experienced meteoric growth, the newly designed global support center easily accommodated a 144% increase in call volume, and skillfully consolidated two other support desks within its operation.
  • Developed & executed a 2-part, tailored plan to migrate service & improved support going forward
  • Our transition plan not only addressed the mechanics of transition but also focused heavily on minimizing risk and assuring support continuity during the narrow transition window
  • Plan components included assessing the existing operation, developing a new staffing solution, defining an in-depth training program, and creating a simulation environment. This new environment enabled the team to anticipate and address problems before they occurred, through scenario planning, role-playing and complete testing of cut-over and back-out procedures.
  • Defined and implemented a support delivery model entirely staffed and managed by IHS support professionals at the client’s New York Network Operations Center
In this delivery approach, which we refer to as an “insourced” model, IHS became accountable for managing, staffing and operating the support group at the client’s facility. The client did not have to manage and maintain a support staff yet could maintain oversight and control as the center remained on the client’s premises.