Our client, a large Australian bank, needed to replace and update the contact centre infrastructure used by nearly 2000 bankers. Much of the infrastructure was no longer supported and high cost. The IVR was also out of support and needed to be replaced which meant re-building over 30 self-service functions. At the same time new business strategies were emerging and needed to be enabled. The client needed to create a program to replace and cut-over the entire infrastructure without adverse customer impact.

Our role was to lead this program from conceptual design to implementation. As part of this, one of our program managers took over the program, established the team, and led work to confirm the strategy and create a business case. Responsibilities also included:

• Definition of requirements and selection of vendors.
• Decision to move call centre routing and reporting capabilities into the ‘cloud’ i.e. outsource to a telecommunications provider.
• Introduction of screen pop and CTI to several teams which did not use it, improving customer experience and lowering costs.
• Improvement of call routing and handling, allowing re-negotiation of telecoms contracts saving several million dollars.
• Build and implementation of an IVR based on vxml technology, handling >30 self-service functions.
• Virtualisation of 4 major call centres, lowering customer wait-times and costs.
• Improvements to reporting tools.
• Introduction of improved workforce management to improve efficiencies and lower costs

The project was delivered to time and budget. Efficiencies and customer improvements were achieved, and no adverse customer impact occurred in the transition. The project team achieved the highest staff satisfaction ratings in the division.