Case Studies

Call Center Industry

Client Description

A leading North American contact center offering a full range of inbound & outbound CRM services.

Project Highlights

Telecommunication costs are the largest single expense outside payroll for most call centers. Sydian’s big picture review indicated that a change in architecture would deliver superior service and significant savings. Centrex services were replaced with financed switches and changes to the internal network structure improved efficiency and load sharing. Sydian eliminated the significant cost of rounding by renegotiating billing increments. This was a comprehensive project that yielded large benefits.

Impact

Sydian delivered over 24% savings and improved efficiency and service levels.

Advertising Agency        Industrial Manufacturing        Commercial Manufacturing        Printing        Television