Transformation of Customer Service Operations
Description of Project
Our client, the gaming industry’s leading software supplier, intended to completely transform their Customer Service and Call Centre Operations to enhance their customer’s experience and service worldwide, reduce cost and improve management of their business. No stone was to be left unturned in the hunt for an optimum solution. This was to be a major strategic move which would include change management activity, specification and implementation of new software infrastructure, possibly in an entirely new geographic location - all the while maintaining operational delivery.
Our unique blend of Gaming Sector experience, assured Project and Change Management skills and software development were important factors in our selection for the Assignment. We were retained firstly to assess the suitability of possible new locations to take advantage of local cost and tax bases, available Labour, skill and language sets. Additionally, our brief included planning and executing migration to the selected location and setting up ‘Day 1’ operations.
As a nested activity, we were also asked to specify and recommend appropriate software infrastructure which would permit our client to employ a CRM approach to its customer service, and improve the quality of management information and fraud investigation.
The project was delivered on budget and to an extremely aggressive timeline.
Chaucer’s Scope
- Investigate, assess and recommend a favourable location for Call Centre operations based on planned business demand for an extended period into the future
- Definition of new operational processes focused on realising planned business benefits
- Specification of Call Centre application software infrastructure requirements, selection and development of Epiphany Service v6. Integration to ‘back office’ applications including electronic cash handling systems
- Detailed transition and ‘Day 1’ set-up planning and risk management
- Project management of physical move to the new location in a different country
- Assistance in recruitment and training in the new location, particularly in the new software
Benefits
Chaucer’s meticulous approach to planning and execution permitted the delivery of the new customer service operations within 6 months which permitted our client to reduce its OpEx budget.
Based on our knowledge of the sector and software development experience, we configured the Epiphany based CRM package in such a way as to provide our client’s Customer Service Representatives (CSRs) with “360” view of the customer. This permitted improved service and thus increased customer retention. It also allowed the CSRs to reduce incident resolution time leading to a reduction in business risk arising from fraudulent activity.
The Chaucer approach and the infrastructure we deployed provided the building blocks for subsequent phases of the client’s customer service strategy to transform the call centre from a cost to profit centre.
- Accreditations/Partners
