7 Weeks to Launch Achieved!
The leading telecoms and broadband services provider in Turkey needed to re-position a major call centre based outsourcing subsidiary to respond to regulatory changes and open market competition for directory enquiries.
Customer Issue
The deadline for a new directory enquiries service launch was imposed by the Turkish regulator. The goal of the consultants was to provide the following work-streams, capabilities and deliverables, as a fast-track implementation.
The Customer Director responsible for the projects gave the following testimonial:
“The consultant team was very dedicated, sometimes more dedicated than the company resources. Two years later the service development processes and team remains in place. This has increased the company’s capabilities to effectively deliver new services”.
Work Streams
- Complete operational improvements (Quick Wins) to legacy services
- Implement benchmarking, coaching, training with handover to incumbent staff
- Implement a rapid new service development process
- Fully define launch and customer care processes
- Develop a cross-functional new service development team
- Advise on market size and market entry strategy options
- Define the new DQ service requirements
- Define benchmarked agent selection and competence training
- Develop and apply new service branding/identity (internal & external).
- Advise market sizing/strategy for online yellow pages directory service
Successful delivery achieved!
The consultants started this project on 25th June 2008 and successfully achieved the new service launch date of 21st August 2008, which was that required by the Regulator.
Fishbone ~ rapid solutions that last!
