|
| BPO Global Call Center Engages with Valor IT Managed Services Company Profile Client provides Business Process Outsourcing (BPO) delivering Customer care and collection services for a host of contracted large-cap businesses including Fortune 500 companies. Client currently places more than 2.2 million agent attended calls per month and requires 99%+ uptime. Client maintains office locations in Phoenix, Chicago, Costa Rica and Philippines with other global remote offices. In response to doubling its global operations over the past year and in order to support its current growth, Client needed to streamline information flow and business process, as well as making its’ global IT operations in compliance with SAS 70 requirements. Like many growing businesses, Client faced many challenges in maintaining an internal IT Staff including high turnover, constrained IT budgets, outdated systems, and system integration challenges. The daily IT needs overwhelmed the IT staff to the point that serving the daily needs prevented necessary maintenance and upgrades from occurring. This series of critical challenges was presented to Valor IT with the goal of allowing them to be proactive, efficient and reduce operating costs. Solution Client engaged with Valor IT to provide Managed IT and Consulting Services. Valor IT assigned an IT Director to assume the role as Global IT Director for the Client. Results Valor IT provided assistance with Client's IT operations which have grown more than 200% in the past two years. With Valor IT Managed Services Solutions, Client has been able to reduce IT employee turnover, operational costs, increase uptime and increase efficiency-all in a fixed price solution. Some of the major achievements in the first six months of the engagement include:
|
Overview
Country or Region: United States Industry: BPO Call Center Customer Profile: Headquartered in Arizona, USA, provides Business Process Outsourcing (BPO) delivering customer care and collection services for its Clients. It employees 1000+ people in different regions across the globe with 2.2 million calls per month. Business Challenges:
|