Case Study: Call Centre Management

Case Study Detail

In 2006, KMA began phase one of a large-scale call centre and customer relationship management project for Canada’s third largest community college.

The project saw KMA build the college’s entire system from scratch. The project spanned several years and required KMA’s excellent project management and risk mitigation skills for the organization’s people, process, technology and culture. The college’s new contact centre technology had to satisfy not only the daily challenges of college operations, but also those of stakeholders calling numerous campuses from more than 95 different countries.

After creating a technology road map, KMA assisted with the RFP for the delivery of the new technology, assisted with the implementation of the new system and has since reviewed the new system on an ongoing basis, helping with the implementation and execution of improvements.

As a result of KMA’s management of the project, not only did the college obtain better results with KPI, better processes and excellent use of customer service technology, they increased their traffic by 300% without adding staff and were nominated for call centre of the year by the international call centre management association.

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