Case Studies

The challenge
Delivering high-quality customer service was one of our client's biggest challenges. This in turn, required an efficient call center that would work as a core service engine for different lines of business in the organization.

The existing call center application had been developed by a large service provider in USA using proprietary methodology and had several drawbacks. It only served two out of six lines of business. It did not provide a 360 degree view of the caller, resulting in increased response times. It was hard to add and align processes because of the proprietary methodology that had been used.

The solution
As part of a strategic, multi-year program to revamp our client's CRM Capabilities, our teams developed a new call center application to replace the existing system. The highlights of the project are:

• Enterprise-wide program test strategy: Covers testing approach, various risks and mitigations, defect management, UAT, PVS and overall test management activities, milestones, roles and responsibilities, testing phases and environments.
• Risk-based testing approach: Overall testing based on business and IT priorities.
• UAT guidelines and processes followed: This will help in planning UAT activities in future.
• Special focused approach for every type of testing (Functional, SIT, PVS, and UAT). This has helped us to get specific outcomes (in terms of defects and quality) from every type of testing.
• Gap between existing proprietary methodology and new processed bridged: This has helped immensely in orchestrating and aligning various testing activities with client releases.

The benefits

• Reduction in call response time from 12 seconds with multi -screen navigation to 4 seconds on a single screen.
• Support for all lines of business
• Support to 90% of calls
• 360 degree caller view for easy retrieval of data and higher quality responses
• Increased customer satisfaction