Call Center

Client:
A company with seven (7) geographically dispersed small call centers.

Client Requirements:

Reduce spending, ensure services are adequate and that invoices are correct.

Services to be reviewed: 

Inbound and outbound voice services.

Situation:

Client was interested in optimization of existing services and reducing costs where possible.

Scope of Project:

Complete telecom review including invoice validation and consulting services.

Discovery:

Analysis revealed overcapacity and above average billing rates in multiple locations.  Under used capacity was eliminated and service was changed to temporary calling plans where possible, while a master contract was negotiated.    

Outcome:

•  70 percent cost reduction (savings) was identified in two of the locations and the master agreement lowered expenses by 20% in most of the other locations.  Savings amounted to over 60k annually.