Problem Call Center Expansion and ?Replacement Acquisition Costs? associated with ongoing support team turnover. SPTP Solution Developed customized recruiting campaign that included training related to the specific client?s call center (24/7 support) processes including SLAs, Remedy Ticketing System, technology platform (s), support metrics, etc. Defined a regimented Right-to-Hire (RTH) staffing schedule based on quarterly forecasts of 1020Level 1 & 2 Help Desk and the Network Operations Center (CCOM) technicians which were initially located in Piscataway, NJ. Developed a Call Center transition plan that involved the decentralization of existing Level 1 and 2 Technical Support to respond to the increase in consumer internet service subscriptions. The campaign also included an ongoing support schedule and process to support the new Level 1 Centers which were located in Salt Lake City, Utah and Raleigh, North Carolina with Level 2 and the NOC remaining in Piscataway, NJ. Client Benefits Reduction in time required to acquire new or replacement talent; reduction in time required acclimating new hires (learning curve); consistent adherence and delivery to customer SLAs (customer service metrics maintained); and overall better customer service performance/feedback. Technologies Supported Intel-based PC Compatibles and peripherals, LAN/WAN, MS Windows 95/98/NT, MS Office, TCP/IP, Remedy, Clarify, Internet Mail, MS IE 5.0 & later, Netscape Navigator, DSL, HTML, XML, HP OpenView, Dial Access Platform and LEC circuit provision, excellent communication skills, Excellent troubleshooting skills, certifications included MCSE, MCSE +Internet and CCNA. Back to Infrastructure Overview |
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