All client calls routed to a dedicated call center in Texas; however, the company planned to close the location and all calls needed re-routing to a new site with a brand new CSR team. The client used special processes, nuances and customizations, which increased training and quality expectations for the customer service team. Customer service agents required eight days of client-specific training. The client worried about call quality, service levels and calls dropped.

Designed a detailed project plan in collaboration with all internal teams to ensure smooth transition and migration. Traveled between states weekly to confirm that customer service agents received the mandated training and assisted leaders with call listening, floor walking and agent coaching. Implemented a phased approach to migrate a portion of the client calls each month until completion. Worked directly with the quality team to schedule test calls and call listening sessions. Hosted focus groups with agents to gather feedback and suggestions. Monitored the dashboard daily to guarantee service metrics and call coverage. Gave the account team and the client status updates and quality scores daily throughout the migration.

Completed the project three months ahead of schedule and well before closing the Texas facility. The transition occurred seamlessly to members calling in and flawlessly for the client. The change improved overall quality 12% and client satisfaction rose 7%.