Resources

180 Resources for

call centers

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Ford Uses IBM e-Business on Demand to Provide a Better Helpdesk for Its Customers: Company to Dealer Systems (CDS) customers at Ford's lines of business (LOBs) demanded more variable and immediate support from CDS. To meet their needs, CDS required improved pricing and resource flexibility and greater transparency by application owner and LOB in its helpdesk solution. A "Pay-as-you-go" helpdesk management solution was designed...; Tags: Call centers, line of business, help desk, Ford Motor Co., business consulting services, IBM Corp., consulting service, pricing strategy, e-business; Case studies
Providing High-Volume, Multi-Channel Customer Contact Services for FSA: The U.S. Department of Education's Office of Federal Student Aid (FSA) administers programs that disburse more than $70 billion in financial aid annually to help students pay for post-secondary education. FAS was challenged to reduce unit costs while expanding the services it provides and improving customer satisfaction. Pearson Government solutions...; Tags: Pearson Government Solutions, contact center, customer satisfaction, financial; Case studies
Bank Product Conversion Makes History in Australia: Massive Coordinated Effort Integrates IT Systems in Commonwealth Bank Merger: To complete then-biggest corporate merger in Australian history, the Commonwealth Bank had to integrate Colonial Limited's IT systems into its own massive network without disrupting customer service or business operations. IT partner EDS transitioned 340 employees from Colonial to EDS, with Colonial's help desk services following soon after. EDS converted...; Tags: Strategy, Mergers & Acquisitions, Electronic Data Systems Corp., Australia, merger, information technology, IT environment, banking, help desk, customer service, bank, network; Case studies
GE's Global Media & Communications Group Delivers "Call Center" Expertise: Many leading media and communications companies are taking a closer look at a seemingly routine channel for customer contact - the call center. When the professionals at GE Commercial Finance Global Media & Communications started hearing about this issue and concern from their lending customers, the group sensed an opportunity...; Tags: Call centers, Customer relationship management (CRM), General Electric Co., call-center, customer service; Case studies
Telemarketing Services: This article says that telemarketing is an ever-changing facet of the call center industry. Outsourcing to a call center service can increase your company's productivity. It also explains about some of the services like order taking services, seminar registration etc. Read on to know more.; Tags: Call centers, Advertising & Promotion, Customer relationship management (CRM), telemarketing, call-center, outsourcing, industry; White papers

Prudential Plc: Transforming Customer Service: Prudential had numerous call centers spread across diverse locations in UK, with each call center dedicated to handle customer enquiries related to a single product line. This meant that customers had separate numbers for each of their products and the call centre consultant had to sometimes transfer them to a...; Tags: Call centers, Customer relationship management (CRM), Wipro Technologies, call-center, customer service, transaction processing; Case studies
Lillian Vernon: Lillian Vernon Corporation needed an alternative to the terminals it used in its call centers, and the company wanted a reliable desktop solution with an open design platform to help call center representatives service customers. ClearCube's easy-to-install system-as well as its exemplary support team-made the process extremely easy, . Not...; Tags: Call centers, Customer relationship management (CRM), ClearCube Technology, call-center, high-performance, desktop, multimedia, keyboard, mouse, monitor, team, benefit, hardware, software; Case studies
Selling Insurance by Phone: An understanding of the resulting convergence of market forces, law, and history is critical for the growing number of banks active in the business. There is considerable incentive for banks to be involved. This article states that for many institutions, following in the footsteps of direct marketers like USAA will...; Tags: Call centers, Financial services, Customer relationship management (CRM), Financial Planning, Sales force management, call-center, bank, insurance, on-demand, incentive, sales, phone; White papers
Enterprise Management: The client is a leading agribusiness company. The client runs SAP at multiple locations globally. Because of multi-location and multi installation nature, the administration and supports costs were very high. There was an urgent need to have a resource pool of trained SAP resources and to reduce the total cost...; Tags: Infosys Technologies Ltd., SAP AG, enterprise management, SLA, TCO, help desk, outsourcing; Case studies
Claims Processing Solution: The client is a leading insurance company based in the United States. The challenge put forth was to provide complete claims processing, customer care services by integrating the Mainframe system with a Siebel CRM solution, call center and web interface using FileNet for workflow processing. The solution provided were integration...; Tags: Customer relationship management (CRM), Benefits, Channel management, Wipro Technologies, centralization, CRM solution, remote access, benefit, mainframe, insurance, Web; Case studies
Patni Manages the IT Helpdesk of the Largest Apparel Manufacturer: The client is a Fortune 500 company, the largest apparel manufacturer in the world. Over the years, the client had acquired a legacy of complex IT infrastructure to address its changing business needs. Internal helpdesk to support this infrastructure was expensive. Quality of support had also become a concern area,...; Tags: Call centers, Patni Computer Systems Ltd., help desk, TCO, cost savings, IT infrastructure, information technology; Case studies
Workforce Management Solution Transforms the Company's High-Volume Call Center: Solution Improves Call Center Responsiveness, Agents' Job Satisfaction: Belgium's leading global telecom service provider had to improve its Directory Information Service's (DIS) aging workforce management system. EDS implemented a solution that dramatically reduced average call response times, enabled call centers to handle more calls without increasing staff and boosted employee job satisfaction. EDS began by implementing VisualFMS, the...; Tags: Recruitment & Selection, Call centers, Customer relationship management (CRM), workforce management, call-center, workforce, Electronic Data Systems Corp., agent, telecommunications, job; Case studies
Group Health Cooperative: Healthcare Provider Takes Preventive Steps by Upgrading Desktop Operating System: Group Health Cooperative counts on more than 10,000 computers at 60 sites to help provide medical insurance and care for approximately 540,000 patients. The organization worked with Microsoft Services to upgrade from Microsoft Windows 2000 Professional to Windows XP Professional with Service Pack 2 for its desktop and portable computers....; Tags: Microsoft Windows XP Service Pack 2, Microsoft Windows 2000, PRODUCTIVITY, service pack, Microsoft Windows XP Professional, Service Pack 2, system administration, portable computer, help desk, Microsoft Windows XP, insurance, patient, Microsoft Windows, health care, co; Case studies
Package Implementation and Integration, ADM Support and Levels 1 and 2 Help Desk Services Using the Global Delivery Model: Based in Washington D.C., Intelsat is a global satellite communications service provider. Despite having achieved a considerable and positive track record involving project-based implementation work, the challenge was to follow up this success with follow-on outsourcing work. Infosys, Intelsat's preferred partner for ADM or Application Development and Maintenance outsourcing provided...; Tags: Call centers, Intelsat Ltd., Infosys Technologies Ltd., help desk, satellite communication, outsourcing, application development, satellite, information technology; Case studies
A Transformed Contact Center Model Improves the Customer Experience and Drives Productivity: Fast and Attentive Customer Service Boosts Satisfaction: This U.S.-based automaker wanted a robust CRM solution to support increasing numbers of customer contacts via phone, Web, e-mail and other channels. It also wanted to improve efficiencies and renew its focus on providing a superior customer experience. After evaluating the automaker's existing business processes and technologies, EDS selected Siebel's...; Tags: Call centers, Customer relationship management (CRM), Manufacturing, Electronic Data Systems Corp., automobile company, CRM solution, contact center, business process, customer service, CRM, portal, training, environment, hardware, phone, Web, software; Case studies
Ashland Distribution Deploys Supportforce to 200+ Service Agents: Ashland Distribution Company wanted to revamp customer service processes and improve productivity with an easy-to-use, hosted CRM solution. As a leading distributor of chemicals, plastics, composite materials, and environmental services, Ashland wanted to share information with members of its supply chain. After successfully piloting Supportforce with eight users, the company...; Tags: Customer relationship management (CRM), Salesforce.com Inc., hosted CRM, plastics, chemicals, contact center, supply chain, CRM, customer service, agent; Case studies
9 Tips for Outsourcing Your Small Company Computer Ops: When a small company needs information technology or IT help, it typically does one of two things: it brings in a consultant to help it through the emergency at hand; or when it gets big enough, it hires a jack-of-all trades IT person. Other than that, most small businesses hobble...; Tags: Strategy, help desk, information technology, outsourcing, small business, worker, network; White papers
Patni's Web Infrastructure Management and Help Desk Solution Delivers Targeted Business Results: The client is a leader in providing financial solutions and insurance to customers across the globe. The client was looking for strategies towards cost reduction, ease of manageability and organizational effectiveness for its web infrastructure. The challenge was to provide web infrastructure management as well as 1st to 3rd level...; Tags: Call centers, Web infrastructure, Patni Computer Systems Ltd., help desk, cost reduction, Intranet, insurance, leader, Web, financial, strategy, team, Web site, Internet; Case studies
A New Approach to Customer Service Helps Ensure a Sound Future: An Expert Siebel Implementation Gives Company a Competitive Edge: When an earlier implementation of Siebel's call center software failed to deliver the results this German insurer desired, Condor turned to EDS for help developing a comprehensive customer relationship management strategy and implementing the technology infrastructure to support it. Drawing upon industry-proven best practices, EDS performed a comprehensive business analysis....; Tags: Customer relationship management (CRM), Siebel Systems Inc., Electronic Data Systems Corp., benchmarking, customer service, best practice, business process, agent, strategy, industry, software; Case studies
Scotiabank: Next Generation Contact Center: Scotiabank, the third-largest bank in Canada in terms of market capitalization and asset size, had delivered solid financial performance in the past decade. However, the vice chairman of Scotiabank's Domestic Bank realized that no single business unit was focused on the profitability and experience of its 5.46 million mass-market customers....; Tags: Accenture Ltd., vice chairman, mass market, bank, market capitalization, asset, financial; Case studies