Information Systems used to Support the Business Process
Some of the business processes that Time Warner Cable uses are a Virtual Call Center, and outsourcing of jobs to Costa Rica and the Philippines. With both of these processes Time Warner Cable can save money and better assist the customer. Virtual Call Center
Time Warner Cable started using a Virtual call in 2007. In Wisconsin Time Warner Cable had two divisions Northeast Wisconsin, which was the Green Bay, Fox Cities, Marinette, and Northern Michigan. In the southern part of Wisconsin was another division Southeast Wisconsin, which consisted of the greater Milwaukee area. With the use of a Virtual Call Center Time Warner Cable could combine both divisions into one division. Any customer who calls into Time Warner Cable in the Wisconsin area is sent to the first available Customer Care representative in the north or south. The virtual call center works with Voice over IP and employees can be in any part of the state. The Advantages of this type of system are that the company can save money by having more employees in a lower cost of living environment. Time Warner Cable has merged two call centers into one. In the Appleton area the cost of living is cheaper than the cost of living in Milwaukee. The same amount of people can be hired in the Appleton area to help with the workload at a cheaper rate than hiring the same amount of people in the Milwaukee area. Another benefit of a Virtual Call Center is redundancy. If something were to happen at one of the call centers the other call center could take over until the problem was solved. If one area has a snow storm and employees cannot make it into work or cannot make it to work on time the other call center can take the calls and the customer will not notice the difference. Other advantages are that employees can work from anywhere. No longer is the need to have an employee be at the office for eight hours a day. Employees can be given secure computers...
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