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Page 1: Call Center Services - Fujitsu Global · FUJITSU CONSULTING Call Center Services Service Overview Fujitsu Consulting understands the complex process of operational planning in the

FUJITSUCONSULTING

Call Center Services

Service Overview Fujitsu Consulting understands the complex process of operational planning in the call center environment. We have the experience and capabilities in call center development, organizational structure, resource planning and resource management. From identification of needs, requirements and project specifications, Fujitsu can deliver this service at the lowest price without sacrificing innovation, service quality or client satisfaction.

The Business Value Fujitsu Consulting’s call center services can significantly reduce your operating and expense budgets, staffing requirements, planning and implementation time all while improve the quality of customer support and satisfaction. The benefits of our call center operation include:

Cost reduction

Flexibility

Centralized management

Shorter implementations

Risk avoidance

Consistent service quality

Effective change management

Our Strengths We assure our clients an unparalleled level of service and high quality results by integrating a wide range of capabilities:

Financial strength and world wide presence

Extensive call center expertise, including experience in staffing, training and retaining qualified call center employees on short notice

Operationally-ready call center facilities that are located throughout the United States and worldwide

Comprehensive suite of call center alternatives: On Shore, Near Shore, Off Shore

Reliable, secure facilities and infrastructure

Proven ability to scale both large and small call centers

Rapid response/deployment: Can ramp up a call center within a month

Multi-lingual services: English, French, Spanish

ISO 9001 accredited

Strong vertical industry expertise combined with a depth of horizontal competencies

Page 2: Call Center Services - Fujitsu Global · FUJITSU CONSULTING Call Center Services Service Overview Fujitsu Consulting understands the complex process of operational planning in the

Headquarters & United States333 Thornall StreetEdison, NJ 08837United StatesTel: +1 732 549 4100Fax: +1 732 549 2375

CanadaSimcoe Place200 Front Street WestSuite 2300Toronto, OntarioCanada M5V 3K2Tel: +1 416 363 8661Fax: +1 416 363 4739

Quebec1000 Sherbrooke Street WestSuite 1400Montreal, QuebecCanada H3A 3R2Tel: +1 514 877 3301Fax: +1 514 877 3351

© 2006, Fujitsu Consulting, Inc. Macroscope is a registered trademark of Fujitsu Consulting (Canada) Inc. All rights reserved. All other product, company and service names and any logos identified herein may be the trademarks or service marks of their respective owners. www.fujitsu.com

Success Stories Our experience is gained through the many call center implementations we have undertaken and the ongoing operational support we provide our clients.

Verizon In 2003, Verizon turned to Fujitsu Consulting to mitigate operational impact associated with a potential employee strike. As part of Verizon’s Strike Contingency Plan, Fujitsu Consulting implemented a call center of approximately 600 employees to handle service orders and trouble requests from Verizon’s largest customers. Although the strike did not occur, Fujitsu Consulting still ran the call center for a year. Verizon was able to reduce the cost per order by between 40 and 50 percent of their current costs.

FEMA During the 2005 hurricane season, in response to a request from the Federal Emergency Management Agency (FEMA) for additional short term call center capability, Fujitsu Consulting quickly scaled up its operations in order to handle the unprecedented influx of calls from victims from Hurricane Katrina, and later Hurricane Rita. A 1,000-person call center was operationalized in 10 days.

During its 80 days of operation, the Fujitsu Dallas-based call center met and exceeded its mandate, becoming operational far more quickly than expected, with staff helping tens of thousands of people, many of whom were impacted by the extreme conditions along the south coast of the U.S. In many cases, the center was the first point of contact for these victims, providing valuable information on housing and available financial assistance and assurances of ongoing support as victims began to put their lives back together.

At its peak, the call center employed more than 1,200 staff, operating 16 hours per day, seven days a week, and managing up to 50,000 calls per day, at peak. During its 12 weeks of operation, the call center handled more than one million calls.

Major U.S. Telco When a major U.S. Telco wanted to reduce some of its existing DSL Technical Support Centers, Fujitsu Consulting was chosen to respond to incoming calls from U.S. customers and provide technical support regarding DSL connections from its nearshore facility in Costa Rica. The call center was operational within 13 weeks. 300–350 agents are available to callers 24 hours a day and respond to as many as two million calls per month.