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
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Rebuild Call Center for Superior Customer Service Delivery



This client is a major telecommunications software company that provides software solutions for all of the Regional Bell Operating Companies (RBOCs) in the domestic and international telecommunications industry.



The client had a 24x7 call center that was supporting 4 product groups as well as providing off-hours support for an additional 20 product groups. On average, the center was taking 11,000 calls per year with a staff of nine, as it had little process or automation. The client required that this center be rebuilt on a new foundation, with formal processes, efficient reporting, appropriate automation and an updated facility, from which superior customer service delivery would be possible.

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During the following five-year period, we:
  • Staffed, trained, and managed all employees in the center
  • Developed new processes as the center continued to grow
    For example, during the first quarter of 2001, process improvements allowed the center to reduce the number of analysts by 18%, yet handle the same number of calls to yield more than an 11% cost-per-call reduction
  • Made the center more efficient and automated
    This allowed it to scale up to handle an average of 180,000 calls per year and support over 130 product groups, 24x7
  • Established a hot, fail-over site in the event of emergency and/or evacuation
  • Received recognition for being involved in many projects outside of the center
  • Recognized for delivering superior customer service to our client’s internal and external customers
  • Focused initially on determining whether current staff was appropriate for the center
  • Then created a training program tailored specifically for the client’s environment, focusing primarily on customer service skills
  • Next defined & implemented robust processes
    For example, IHS developed a process for each severity level with time notification requirements consistent with our client’s customer SLAs. We also created a web-based application/database to allow center staff to track all contact and schedule information of product group staff. In addition, IHS deployed an application to track all inbound and outbound calls by specific product group.
  • Redesigned the facility to be more effective ergonomically, removing background noise and limiting access to only those authorized
  • Developed & implemented a business continuity plan that included making a hot backup site available