Quality of Work Life: an evolving definition
We work on issues related to telephony, call centers, corporate networks and Software Defined Networking. Our customers want to ensure agility in the deployment / operations of their infrastructures to offer a modern, scalable and more efficient network.
Our client operates a contact centre with a 365 day 24-hour service to customers and the public. The telephony systems that support the call centre were reaching the end of its life and as part of a wider review we were performing, we were asked to review proposals to upgrade the systems. Following the review and the acceptance of our recommendations, we were asked by the Customer Service business management to manage full implementation. With circa 400,000 calls per year, and 590 staff employed, this was a significant challenge and opportunity for change.
There was a tight timeframe in which to deliver the new system before the beginning of the winter period. Additionally, there were multiple third-party suppliers involved in the project. The recommended solution required a full telephony upgrade from a traditional PBX to a cloud-based IP solution.
We provided overall management of the project delivery plans. As change management consultants We took hands-on responsibility for change management, communication rollout and training work-streams ensuring minimal disruption. We also, specifically owned, planned and managed all aspects of UAT and ensured testing was completed successfully.
The project was delivered on time and on budget. The local weather then provided an ideal test as the morning after implementation a major flooding event occurred, and the call centre was able to handle two hours of frenetic activity with no difficulties experienced by the agents using the new system.