Setup of a new multi-level near-shore Contact Center for the support of ID and authentication products and e-Government services within the public sector.
Customer Profile
The clients is Germany’s largest public limited company providing identification and security services rooted in the secure identification of citizens, customers, employees and systems in both the analogue and digital world.
In addition, its subsidiary is the largest accredited and qualified trust service provider in Germany. The company is a pioneer in the field of secure electronic identities and is among the few German trust service providers listed by Germany’s Federal Network Agency (Bundesnetzagentur).
Methods & Technologies
– Standard Microsoft Office, MS Visio, MS SharePoint, MS Project, Jira, Confluence, Voxtron Communications, Remedy Service Desk.
– ISO 20000, ITIL3.0, PRINCE2, Agile Project Management, BPMN 2.0
– ISO 20000, ITIL3.0, PRINCE2, Agile Project Management, BPMN 2.0
Starting Situation
Due to capacity forecasting and new product placement, the client urged to extend its customer contact centre services through a near-shoring strategy. A new contact center needed to be setup, including the staffing, process and tool implementation. The inter-European legislation adherence was one of the main drivers in the planning phase. The situation also demanded strict security regulations to support the company’s products and manage highly sensitive data beyond German geographical borders. Additionally, the intricate legal and export control aspect of such data and knowledge exports needed thorough consideration.
Solutions
The solution was to extend the function of the first line support onto the client’s new near-shore support centre and gradually phase out the support scope thereof until the desired maturity and quality levels have been reached. Furthermore, the primary e-Government services were transferred to the new contact centre second and third line support teams, including all vendor management tasks. The technical solutions have been fully integrated into the local infrastructure, taking into consideration all legal and export control requirements placed onto this particular setup.
Outcome
The results were a seamless and well orchestrated support case-handling by well trained and German speaking staff from the client’s new near-shore control centre. The cultural and people aspects have been emphasised throughout the project resulting in cultural acceptance and excellent communication amongst the team members across the different locations. Moreover, the customer satisfaction increased due to shorter resolution times and an overall increase in the quality of customer service.
