Worldwide Experience

Case Studies

Utility Company Merger:
Building New Call Centres from Start to Finish

The Challenge: Two North American utility companies, two Call Centres—each with different processes and equipment. The merging of the companies resulted in the decision to build two new compatible Call Centers. The client selected the experienced, versatile PTS telecom team to take the project from start to finish.

The Solution:

  • PTS performed a complete technology evaluation, documenting all existing equipment, determining its value to the new Call Center environments, and identifying unsuitable/redundant equipment for sale or trade.
  • PTS functioned as the On-Site Project Manager, specifying and facilitating the installation of all voice and data systems.
  • PTS led the way in Call Centre Process, writing all scripting, building all reporting mechanisms, and conducting staff training.

Benefits: PTS contributed to the streamlined, cost-effective build of two new Call Centres by providing a full range of practical, affordable skill sets. By taking advantage of PTS expertise in both Call Centre technology and process, the client avoided the expense and delay associated with fragmented service and multiple players.

Wholesale Telecom Carrier:
Resolving Service Issues, Optimizing CRM

The Challenge: One of Canada's largest wholesale telecommunications providers was experiencing internal service interruption issues, and impairment of its vendor relationship. PTS was engaged to address these issues, and build a better CRM environment.

The Solution:

  • PTS documented all technology and how it was applied.
  • PTS isolated service issues, and assembled a series of recommendations for resolving the issues, including the re-establishment of the vendor relationship.

Benefits: By performing a comprehensive "technology health check," and applying a wider range of CRM knowledge and skills, PTS was able to help the client quickly resolve long-standing service issues, and enhance its CRM environment.

U.S. Bank: Assessing Technology, Delivering Savings

The Challenge: A large U.S. bank, with several hundred sites, multiple hubs and a private network, had commissioned a paper audit of its telecommunications systems two years previously. But without the participation of the telecom department, audit recommendations had not been carried out, and no action had been taken.

The Solution:

  • PTS conducted a complete inventory of all technical assets, including the documentation of existing technology and the documentation of all Service Level Agreements, and the comparison of SLAs to real-time billing.
  • PTS employed its exclusive SLA Matrix for Voice and Data, Team Central Collaboration, and Work Flow Manager tools to complete a comprehensive assessment.

Benefits: PTS delivered savings that provided a 5:1 return within 12 months. PTS also contributed to R.O.I. on two additional technology projects, and positioned the client for a complete VOIP plan.