1st August 2007
Its all “HIP and happening” for Telecommerce and ICT Group. Following selection as a contact centre partner by MDA Advantage, ICT Group approached Telecommerce in late February to provide project management resources to ensure a smooth launch of this new client service.
HIP and happening
Following selection as a contact centre partner by MDA Advantage, ICT Group approached Telecommerce in late February to provide project management resources to ensure a smooth launch of this new client service.
This initiative was led by Telecommerce Associate Peter Exton.
The original targeted launch date was 1st June 2007. To be ready for that date Peter was required to organise …
- Refurbishment of centre unused for 3 years
- Infrastructure to support new centre … furniture, PCs, telephony, etc.
- Assemble the operational management and supervisory team
- Design and implement operational processes to meet the detailed requirements of MDA Advantage for the production of Home Information Packs
- Create channel relationships and preferences for the channels allocated to ICT Group
- Design and adapt a staff training programme
- Recruit and train 50 staff to provide the service
This was all on schedule and within budget when the UK government changed the ground rules 10 days prior to launch by delaying HIPs for two months.
Peter’s plans finally went live on 1st August 2007. Congratulations to Peter and the ICT team.
|
