Strategic: Contact Centre Implementation for major rewards organisation

Tharollo Consulting successfully managed the creation of a new in-house Contact Centre. The programme established robust programme governance and managed a large group of disparate local and international teams. We developed the business requirements, defined a business architecture aligned with the business strategy, assessed and selected vendor solutions and implemented and deployed a total solution incorporating major back-end integration to legacy systems.

We provided mentoring for the project team and managed organisational change. We also managed building the Contact Centre facility including its design, fit-out, building infrastructure, and procurement.

Despite internal and external experts claiming that it could not be achieved, the entire project was completed successfully within 16 weeks to meet the customer’s strategic imperative. The final implementation became a key reference site for the international solution vendor.

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