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Case Studies / Telecom and Technology

Large Federal Agency Requires World-Class Contact Center to Support over 20M Annual Calls

Financial Services

Scope

  • A large federal department seeks to provide world-class service in their contact center with the goal of improving the efficiency and quality of service offered. To reach its goal, the client required an evaluation of a strategic path for the contact center services that would best position the client for scalability, flexibility, and portability to handle over 20M interactions each year.
  • Upon completion of the assessment, it became clear that the client would need to execute an RFP process to identify potential contact center service providers and guidance on evaluation structure.

Results

  • Identified short-term and long-term areas for improvement on call handling, workforce management, and infrastructure
  • Identified client needs and defined requirements for a contact center services provider
  • Developed both high-level and detailed requirements for prospective vendors
  • Created an RFP and provided a structure for evaluating decisions

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