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.