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Optimizing call center routing

An online payment company had outsourced its customer care and technical support to multiple providers across the globe. While it offered support in more than 15 languages through 50-plus call centers on four continents, the company needed to resolve issues with a complex operating system and fragmented network.

Advanced analytics were employed to help identify critical calls and improve their routing, while a location assessment helped to identify the right places for call centers to be placed. After guiding the issuing of a global request for proposal, and using bids, vendor consolidation, and clean-sheet costing to extract the best possible prices, operational impact delivered included a consolidated footprint and 10 to 15 percent total cost-base savings.

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