Digitally transforming Likewize’s new call centre
Challenge
As part of their growth strategy, Likewize needed to open new call centres that would seamlessly integrate with their existing operations. These new facilities had to replicate the infrastructure and equipment of current centres to ensure a smooth transition for staff and maintain consistent performance levels. The goal was to create identical environments that supported the company’s operational efficiency and aligned with its established culture, while also enhancing the overall customer experience.
Solution
ABC Managed Solutions worked closely with the client to thoroughly understand their vision, operational needs, and cultural values. By leveraging this deep understanding, ABC Managed Solutions successfully replicated the client’s existing call centre environments, ensuring that every detail – from desk layouts and IT infrastructure to access control systems and digital signage – matched the current facilities.
ABC Managed Solutions took charge of managing the entire process, ensuring that the new call centres were equipped with the same high standards in technology and infrastructure as the existing centres. This included standardising everything from the placement of workstations to the installation of critical IT equipment, providing consistent access control systems, and integrating Digital Signage to ensure real-time communication and operational alignment across all locations.
ABC’s meticulous approach not only ensured a seamless expansion but also supported the staff’s ability to move between locations effortlessly, contributing to a cohesive work environment. This consistency helped maintain high levels of performance, efficiency, and employee satisfaction.
Results
The standardised infrastructure across the new and existing call centres led to a smooth transition for staff, eliminating the learning curve typically associated with new environments. Employees were able to adapt quickly, which helped preserve productivity and morale. More importantly, the consistent setup enhanced the overall customer experience, as the uniformity in infrastructure and tools allowed staff to deliver the same high-quality service regardless of location.
Additionally, the client was able to maintain its corporate culture across all call centres, with ABC Managed Solutions supporting both operational needs and cultural values. The integration of digital signage across locations also improved internal communication and kept teams aligned with company-wide goals and updates, further contributing to a unified and efficient operation.
In conclusion, ABC Managed Solutions provided a comprehensive platform that ensured the seamless expansion of the client’s call centre operations, supporting both staff ease and improving the customer experience.
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About:
The wireless industry moves fast. And so does Likewize. So, when they were opening a new contact centre for their support staff, it was essential that the switchover was seamless, without a moment of downtime.
