When outsourcing contact center operations, the transition to the service provider is a critical step that can keep executives up a night.
Gnawing questions loom: Will there be any interruptions or drops in service? Have project managers prepared for every contingency?
In a real-world example of a successful contact center transition, DATAMARK Call Center Services took over staffing and management of the City of El Paso’s 311 Call Center, a department responsible for handling non-emergency phone calls from citizens in English and Spanish.
The call center was staffed by approximately 40 employees of the outgoing service provider. To maintain continuity of service to residents of El Paso, a city with a population of 670,000, circumstances required that DATAMARK take over operation of the call center from the prior service provider within a short time frame— approximately 30 days.
The experience is documented in the case study, “A Seamless Transition: DATAMARK’s Planning, Strategies and Tools Deliver a Call Center Changeover on Time and on Budget.”