Challenge: Identifying a new and reliable voice solution was a major corporate initiative for one of our clients in the mortgage industry. They needed a cost-effective call center solution that did not compromise service levels for its national finance and mortgage clients. They required assistance in handling RFP Issuance, sourcing, project management, and policy setting for the new solution.
Approach: After completing the RFP, we reviewed proposals from the incumbent as well as two competitive providers. We evaluated each solution using a balanced scorecard. We provided the solutions to the client, and up final approval negotiated the final price and service level agreement. The implementation and voice number porting was project managed to completion.
Our team completed the disconnection of all old services. We verified that all new bills matched the terms of the new contract. Lastly, we assisted the client with developing a voice usage policy, and center guidelines for the new system. The sourcing initiative resulted in a seamless technology transformation and a 20 percent annual telecom cost reduction.
Result: The sourcing initiative resulted in a seamless technology transformation and a 20 percent annual telecom cost reduction.