{"id":14362,"date":"2019-11-22T16:16:27","date_gmt":"2019-11-22T16:16:27","guid":{"rendered":"https:\/\/oxfordcorp.com\/?p=14362"},"modified":"2023-10-12T17:15:01","modified_gmt":"2023-10-12T17:15:01","slug":"offsite-escalation-and-professional-services-support-center","status":"publish","type":"post","link":"https:\/\/www.oxfordcorp.com\/en\/insights\/case-study\/offsite-escalation-and-professional-services-support-center\/","title":{"rendered":"Offsite Escalation and Professional Services Support Center"},"content":{"rendered":"<p><em>Discover how Oxford&#8217;s support helped our client consolidate their escalation and professional services support for investigative, technical, sales and billing support teams under a single managed service provider.<\/em><\/p>\n<p><strong>INDUSTRY<\/strong><br \/>\nMultinational Technology Corporation<\/p>\n<p><strong>SERVICES<\/strong><br \/>\nOperations Management<br \/>\nFacilities Provisioning<br \/>\nRebadging<\/p>\n<p><strong>SKILLS<\/strong><br \/>\nCustomer Service<br \/>\nLevel 2\/3 Support<br \/>\nOperations Management<\/p>\n<p><strong>The Challenge<\/strong><br \/>\nOur client\u2019s primary objective was to consolidate their escalation and professional services support for investigative, technical, sales and billing support teams under a single managed service provider. Consolidation needed to be executed with minimal disruption to existing support services through retention of key personnel from legacy providers. This service would leverage world-class technical support management, operational excellence, data driven decision making and continuous service improvement to drive value to our client\u2019s business units.<\/p>\n<p><strong>The Solution<\/strong><br \/>\nWe developed an organizational\/management structure to increase management oversight, enhance reporting, drive quality and create a culture of continuous service improvement. Resources were consolidated from multiple firms and centrally located in an offsite full functioning Client Center facility provided by us leveraging a phased approach to minimize business disruption. To facilitate the successful transition of key personnel, we conducted a comparative benefits analysis for the local market to align compensation and benefits with skills and experience. Our solution implemented the following measures to enable success:<\/p>\n<ul>\n<li>We provided a dedicated sourcing team for re-badging &amp; recruiting of all current and future resources<\/li>\n<li>Future resource needs were identified through collaborative demand forecasting and capacity management<\/li>\n<li>Detailed Service Level Reports and KPI reporting, CSAT and Quality Management Processes deployed<\/li>\n<li>Custom behavioral and technical training developed and administered<\/li>\n<li>Ongoing team building and recognition<\/li>\n<\/ul>\n<p><strong>The Result<\/strong><br \/>\nWe provided an offsite client dedicated full functioning facility and infrastructure for 125 people. Through the transition, we retained 100% of the \u201ckey personnel\u201d and had a 95% retention of the team as a whole. Throughout the transition period and for ongoing service delivery, we have exceeded service level, quality and customer satisfaction metrics and created a team culture that mirrors our client\u2019s. This engagement has allowed our client to drive more support teams into our facility, while improving operational efficiency and lowering costs. For one line of business supported, the client was able to reduce the team size by 38% while handling twice the case volumes, resulting in annual savings in excess of $1 million.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Discover how Oxford&#8217;s support helped our client consolidate their escalation and professional services support for investigative, technical, sales and billing [&hellip;]<\/p>\n","protected":false},"author":10,"featured_media":15311,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_et_pb_use_builder":"","_et_pb_old_content":"","_et_gb_content_width":"","footnotes":""},"categories":[181],"tags":[251],"category-tag":[],"class_list":["post-14362","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-case-study","tag-technology-communications"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.1 (Yoast SEO v27.1.1) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Offsite Escalation and Professional Services Support Center - Oxford Global Resources<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.oxfordcorp.com\/insights\/case-study\/offsite-escalation-and-professional-services-support-center\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Offsite Escalation and Professional Services Support Center\" \/>\n<meta property=\"og:description\" content=\"Discover how Oxford&#8217;s support helped our client consolidate their escalation and professional services support for investigative, technical, sales and billing [&hellip;]\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.oxfordcorp.com\/insights\/case-study\/offsite-escalation-and-professional-services-support-center\/\" \/>\n<meta property=\"og:site_name\" content=\"Oxford Global Resources\" \/>\n<meta property=\"article:published_time\" content=\"2019-11-22T16:16:27+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2023-10-12T17:15:01+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.oxfordcorp.com\/wp-content\/uploads\/2019\/12\/offsite_escalation_and_professional_services_support_center_resized.jpeg\" \/>\n\t<meta property=\"og:image:width\" content=\"1920\" \/>\n\t<meta property=\"og:image:height\" content=\"516\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Luke Summers\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Luke Summers\" \/>\n\t<meta name=\"twitter:label2\" content=\"Estimated reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"2 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.oxfordcorp.com\/insights\/case-study\/offsite-escalation-and-professional-services-support-center\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.oxfordcorp.com\/insights\/case-study\/offsite-escalation-and-professional-services-support-center\/\"},\"author\":{\"name\":\"Luke Summers\",\"@id\":\"https:\/\/www.oxfordcorp.com\/de\/#\/schema\/person\/e880f6edc6bcf421204f294431943cd3\"},\"headline\":\"Offsite Escalation and Professional Services Support Center\",\"datePublished\":\"2019-11-22T16:16:27+00:00\",\"dateModified\":\"2023-10-12T17:15:01+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.oxfordcorp.com\/insights\/case-study\/offsite-escalation-and-professional-services-support-center\/\"},\"wordCount\":386,\"image\":{\"@id\":\"https:\/\/www.oxfordcorp.com\/insights\/case-study\/offsite-escalation-and-professional-services-support-center\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.oxfordcorp.com\/wp-content\/uploads\/2019\/12\/offsite_escalation_and_professional_services_support_center_resized.jpeg\",\"keywords\":[\"Technology &amp; Communications\"],\"articleSection\":[\"Case Study\"],\"inLanguage\":\"en-GB\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.oxfordcorp.com\/insights\/case-study\/offsite-escalation-and-professional-services-support-center\/\",\"url\":\"https:\/\/www.oxfordcorp.com\/insights\/case-study\/offsite-escalation-and-professional-services-support-center\/\",\"name\":\"Offsite Escalation and Professional Services Support Center - 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