{"id":14372,"date":"2019-07-10T00:17:06","date_gmt":"2019-07-10T00:17:06","guid":{"rendered":"https:\/\/oxfordcorp.com\/?p=14372"},"modified":"2023-10-23T07:34:14","modified_gmt":"2023-10-23T07:34:14","slug":"onshore-operational-model-for-tier-one-support","status":"publish","type":"post","link":"https:\/\/www.oxfordcorp.com\/es\/insights\/case-study\/onshore-operational-model-for-tier-one-support\/","title":{"rendered":"Onshore Operational Model for Tier One Support"},"content":{"rendered":"

INDUSTRY<\/strong>
\nTelecommunications<\/p>\n

SERVICES<\/strong>
\nTier One Support
\nProcess Integration
\nQuality Assurance
\nOnshore Support<\/p>\n

SKILLS<\/strong>
\nCustomer Service
\nTechnical Support
\nSupport Analysis
\nHelp Desk
\nProgram Management<\/p>\n

The Challenge<\/strong>
\nOur client decided to repatriate foreign-based Tier One support services to the United States. Our team was chosen to build an onshore operational model, and train and manage 20 technical customer service representatives as a contract project support team. With this initiative maintaining a high level of visibility with our client\u2019s internal and external stakeholders, the highest priority is customer satisfaction, service-level assurance and ease of management.<\/p>\n

The Solution<\/strong>
\nOur team established a current state baseline analysis, and in collaboration with our client\u2019s steering committee, established the future state visioning for the new support team. Operating within the defined client requirements, specifications and objectives, the team implemented a full team of technical customer service representatives. Our team continuously refines its full lifecycle processes to identify efficiencies, while maintaining demand planning and workforce management structures to allow for dynamic changes and\/or mitigation of attrition adversity.<\/p>\n

The Result<\/strong>
\nOur Tier One support team reached full operation maturity within 90 days of \u201cgo live\u201d, while simultaneously facing many fluid process requirements, access restrictions and cultural integration challenges. All customer-defined and ramped SLAs have been met and we continue to act in an advisory\/consulting capacity for the client to refine the business process and efficiency.<\/p>\n","protected":false},"excerpt":{"rendered":"

Our client wanted to repatriate foreign-based services to the United States but required a support team to build an onshore operational model. <\/p>\n","protected":false},"author":10,"featured_media":24616,"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-14372","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-case-study","tag-technology-communications"],"yoast_head":"\nOnshore Operational Model for Tier One Support - Oxford Global Resources<\/title>\n<meta name=\"description\" content=\"Our client wanted to repatriate foreign-based services to the United States but required a support team to build an onshore operational model.\" \/>\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\/onshore-operational-model-for-tier-one-support\/\" \/>\n<meta property=\"og:locale\" content=\"es_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Onshore Operational Model for Tier One Support\" \/>\n<meta property=\"og:description\" content=\"Our client wanted to repatriate foreign-based services to the United States but required a support team to build an onshore operational model.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.oxfordcorp.com\/insights\/case-study\/onshore-operational-model-for-tier-one-support\/\" \/>\n<meta property=\"og:site_name\" content=\"Oxford Global Resources\" \/>\n<meta property=\"article:published_time\" content=\"2019-07-10T00:17:06+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2023-10-23T07:34:14+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.oxfordcorp.com\/wp-content\/uploads\/2019\/07\/onshore_operational_model_for_tier_one_support_resized.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"510\" \/>\n\t<meta property=\"og:image:height\" content=\"266\" \/>\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=\"Escrito por\" \/>\n\t<meta name=\"twitter:data1\" content=\"Luke Summers\" \/>\n\t<meta name=\"twitter:label2\" content=\"Tiempo de lectura\" \/>\n\t<meta name=\"twitter:data2\" content=\"1 minuto\" \/>\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\/onshore-operational-model-for-tier-one-support\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.oxfordcorp.com\/insights\/case-study\/onshore-operational-model-for-tier-one-support\/\"},\"author\":{\"name\":\"Luke Summers\",\"@id\":\"https:\/\/www.oxfordcorp.com\/de\/#\/schema\/person\/e880f6edc6bcf421204f294431943cd3\"},\"headline\":\"Onshore Operational Model for Tier One Support\",\"datePublished\":\"2019-07-10T00:17:06+00:00\",\"dateModified\":\"2023-10-23T07:34:14+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.oxfordcorp.com\/insights\/case-study\/onshore-operational-model-for-tier-one-support\/\"},\"wordCount\":235,\"image\":{\"@id\":\"https:\/\/www.oxfordcorp.com\/insights\/case-study\/onshore-operational-model-for-tier-one-support\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.oxfordcorp.com\/wp-content\/uploads\/2019\/07\/onshore_operational_model_for_tier_one_support_resized.jpg\",\"keywords\":[\"Technology & Communications\"],\"articleSection\":[\"Case Study\"],\"inLanguage\":\"es\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.oxfordcorp.com\/insights\/case-study\/onshore-operational-model-for-tier-one-support\/\",\"url\":\"https:\/\/www.oxfordcorp.com\/insights\/case-study\/onshore-operational-model-for-tier-one-support\/\",\"name\":\"Onshore Operational Model for Tier One Support - 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