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Call Centre Automates Processes, Cuts Training From Six Weeks to Five Days

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Executive Summary

The Reed Elsevier Group publishes 15,500 journals, books, and online publications every year. Quadrant Subscription Services serves Reed and numerous other publishers. Its 100-strong call centre subscription-focused team uses a mainframe application to manage subscription processes according to guidelines set by the company's various publishing clients. By 2006, the system required a better solution to manage the ever increasing quantity of customer records and intricate client specific guidelines. Microsoft Partner 5 Fifteen helped Quadrant deploy a new subscription management application based on Microsoft BizTalk Server 2006. Quadrant has now automated its business processes so employees can focus on customers rather than systems.

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