Stephen Wise Blog

Integration Professionals. We dramatically improve traction.

U.K. based energy company entered North America

The Situation: A U.K. based energy company entered North America and was not able to support it's product and customer growth plans with the existing Call Centre and Data Centre Infrastructure. The forecast call volume for sales and billing could not be supported. The Intervention: Working with the head of IT and head of Call Centre, Stephen developed a business case based on current operational statistics, growth forecasts, and measurable success objectives. After some negotiation, the executive team approved a hi-level scope, budget and schedule. A key success factor was the establishment of a structure and process for executive updates on escalated issues and decision making. Stephen went to work within the organization recruiting key project leads in Operations, IT, Human Resources, Facilities and Legal. Build out of Contact Centre capacity would be a seminal initiative. Therefore tried and true Project Management processes were used such as Work breakdown planning, task sequencing, cost estimates, and assignment individual accountability for various activities. A critical turning point in the project was the finding that the customer service applications were likely to be a significant bottleneck in increasing capacity. What began as a simple exercise to itemize the various applications lead to the acceleration of a future project to build an Enterprise grade North American Data Centre. A critical success factor identified was retention of existing contact center staff and recruitment for the new center. Contact Centre staffing has high turnover so it became critical to start and early and engaging communication plan for existing employees and develop support for the transition such as researching solutions for transportation and child care. The Result: The opening day was a massive success of readiness. The backup plan was to stop or slow the migration of agents from the old to new location if glitches arose, but instead, the migration was accelerated as soon as word got around about the well-designed office space, the inbound call queue/routing system, and the improved responsiveness of the customer information systems. Service capacity for inbound and outbound calls was increased 3x. Customer impact (measured in wait times and first call resolution) during the cutover was very low. The project finished on schedule and slightly under the $6 million budget.

Comments are closed.


brazil business change china culture diversity employee environment factors fit global hire loyalty mobile personnel skype speed success talent tb4 team turnover twitter virtual hiring staffing 90 days hires metric new on-boarding watkins challenges firms looking plan shifting standards tb9 work aging developed developing ethiopia germany japan population qualified skilled workers workforce customer dashboard executive long-term management project management results schedule sponsor strategy time benefits closing communication executing initiation Leadership planning project flowers photography spring apology sorry stephen wise trudeau issues prioritizing resilience cybersecurity Merger healtcare sales Artificial Intelligence drones tesla Mergers Synergy banking block chain cryptocurrency ledger middleman satoshi toronto AI in Supply Chain Sustainable Logistics Practices Omnichannel Supply Chain Management #AI #ai #entertainment #trends #sports #trends #ai #news #media #trends #logistics #1pager #integrationprofessionals #robotics #drones productivity project managment recovery scope turnaround agile excellence itil pmi prince2 ac baseline earned value ev pv wbs collaboration communicate data integrity drivers failures fast faster ideas investments mehtodology portfolio selecting challenge development disadvantage elite growth market perks race solutions tb1 unemployment certification economy experience gaps industries innovation intelligent knowledge modern quality soft skills tb2 education lack tb3 training change request risk business case execution implementation methodology outcome closure cost duration effort estimating forecast lifecycle pert project 2010 three-point estimating work effort project manager tools value #energy Future-State Business-Value Vision Clarity Decision-making skills IoT Artificial Intelligence business solutions Business innovation with AI Transformative AI services Transformation issue status #hospitality