Call Center Case Study - Customer Contact Center

Topics: Information Technology Infrastructure Library, Network management, Catalyst switch Pages: 26 (5363 words) Published: September 19, 2008

1.1.Company Background
1.4.Case Study Problem
1.5.Business Analysis
1.6.Project Initiation
1.7.Project Management
1.8.ITIL Processes that will Applied
1.9.Implementation Strategy, Maintenance and Closure.

Detailed ITIL Infrastructure and Services Strategy

2.2.MDF Specs
3.Schematic diagram
4.General wiring requirements
4.1.Electrical and power requirements
4.2.Voice and data jack location requirements
4.3.Power plant and related HVAC requirements
5.Generator information
6.UPS system
7.MDF environment systems
8.Physical security (access control, password, etc)
9.1. Telephony infrastructure
9.2. CT Core Infrastructure
9.3. PABX / ACD Specification
9.4. Telephone Set
9.5. CMS specification
9.6. Logger specification
9.7. Workforce management
10.Telephony cabling
12. Local lines
13. Network and Data
13.2.Network management
13.3.IP addressing
13.4.Server connectivity
13.5.Wan/LAN Routing protocol
13.7.Device interconnectivity
13.12.Access layer network
14. Server infrastructure
14.2.NT/Intel Server
14.4.Server Connectivity
14.5.Server inventory listing
15. Application development
17.Software (agent, support, OS requirement, etc.)
19.Business continuity plan
19.1.BCP document
20.CT Technical Expertise
21.CT Table Of Organization
21.1.CT TO
23.What was learned?


1.1. Company Background
Source 1 HTMT’s mission is to develop unique, flexible, world-class customer solutions for our clients through personal collaboration, utilizing our dedicated employees and innovative technology – a practice we refer to as Co-Sourcing Source 1 HTMT offers you three main services:

Contact Center Services
Business Process Outsourcing
Information Technology
With the ability to offer these services across diverse markets, and with operations on-shore, near-shore and off-shore, Source 1 HTMT has a very strong, unique and competitive edge with which to serve clients and their customers worldwide. Source 1 HTMT is among the few companies in the customer solutions industry that operates using six sigma methodologies across all processes, and we are also ISO 9001:2000 compliant and BS 7799 certified. Source 1 HTMT believes in commitment to maintaining the most knowledgeable and responsive staff as well as the effective use of the latest technology. Our employees have multi-lingual capabilities including English, French and Spanish. With strong marketing and client management teams based in the US, we provide well-knit client interaction so you can be sure your business in safe hands. Source 1 HTMT utilizes the right technology and favorable pricing to provide clients with comprehensive and high-quality business solutions with benefits that are real, measurable and sustainable. Source One Communications, Inc. began with one client in 1995, as a 35-seat contact center in Carlstadt, New Jersey that employed 60 professional Customer Service Representatives. By 2001, Source One had opened on-shore, near-shore and off-shore contact center facilities based in Toronto, Canada and Manila, Philippines, housing a total of about 1,000 Customer Contact seats. Innovative HR policies to recruit and retain talented staff members have won several awards for employee satisfaction and for nurturing an outstanding working environment. Hinduja TMT (HTMT) is one of India’s premiere customer solution centers, offering wide-ranging services from Contact Center services and Back Office Processing to customized IT...

References: ITIL Foundation version 2 and version 3 Training and Certification kit from HP Education Services, Philippines
Effective IT Service Management by Rob Addy
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