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Project Techniques Logo :: Project Management & Business Consulting
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Sector: Technology
Skill: Business Process Analysis
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Microsoft - Switchboard Transition

Following a European reorganisation of customer contact operations, Microsoft approached Project Techniques to assist with the selection of a new vendor for the UK's switchboard operations and to manage the transitioning of the operation from the existing service provider.

Given the critical nature of the switchboard operation to the UK business, a seamless transition to a new vendor was imperative. Our initial task was to define the operational requirements for the UK switchboard, identify appropriate vendors, prepare tender documentation and to manage the formal tender process.

Following selection of a the service provider, Project Techniques managed the implementation of the new operations, including the recruitment and training of new personnel, the establishment of the voice and data infrastructure and the development of new call handling processes, such as an extended hours process. Project Techniques also played a key role in establishing reporting, monitoring and management processes for Microsoft and in guiding a new team within Microsoft to manage the service on an ongoing basis.

The operations were transitioned to a new vendor within the agreed budget and timescales and following several weeks of exceeding the defined service levels, Project Techniques handed over the management to a new team at Microsoft.

"I think what (the team) has done has been excellent and has been instrumental in driving a significant improvement in customer satisfaction for callers to Microsoft", Paul Hart, Microsoft, Finance and Administration Director.

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Grey Pixel   With over 50,000 employees worldwide and sales revenues in excess of $28b Microsoft is acknowledged as the worldwide leader in software, services and Internet technologies for personal and business computing
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© Copyright 2005 Project Techniques Limited. All rights reserved.
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