Call centre outsourcing project management
The Interisland Line Reservations call centre took 1.6m calls per annum. This was the first of a portfolio of TranzRail outsourcing projects and it was very important that it was conducted in a manner that could provide a model for other similar initiatives.
Voco:
Project managed the selection and evaluation process Developed business cases for remaining in-house vs. outsourcing, which included a review of the existing operations and assessing options for improvements Developed the outsourcing contract including performance measures Managed the transition process, including the transfer of all staff and relevant technology Voco has been engaged to conduct a one-year review of performance
