CTG Improved a Consultative Business Process Outsourcer's Virtual Contact Center Platform

Key Challenges

Fragmented data across multiple heterogeneous databases

Outdated technology stack across 40+ applications

Inefficient operations with high datacenter costs

Business Benefits

Optimized 63 applications with consolidated architecture

Increased data accuracy and traceability by 95%

Created new revenue stream through white-labeled solution

Working Solutions is a consultative business process outsourcer providing customer service, sales, support, and flexible business continuity. With 24 years of success, Working Solutions is a recognized leader in on-demand, onshore contact center outsourcing. Their platform provides an end-to-end back-office solution that includes telemarketing, tech support, and customer relationship management.

The Challenge and Opportunity

Working Solutions select candidates and interview them for the virtual BPO agent role. After rightly identifying the agents, they train them on customer support and onboarded the agents to different clients based on the requirement. A supervisor or manager reviews this process and approves the workflow. Regular audits are done on the agent's performance, and they are promoted as VIP agents based on their performance. However, they faced challenges such as:

Heterogeneous Data Sources: Data was scattered across multiple databases including MySQL, Oracle, SQL Server 2005 & SQL Server 2008. Data consistency became a major issue because of this. Also, this made maintenance of applications across different data sources hard.

Outdated Tech Stack: The ecosystem had 40+ applications developed using various tech stacks over a period of twenty years. Many of those tech stacks are outdated which made it hard to add any new features or modify existing features.

Dead Applications: The ecosystem had many unused applications as a result of application development without reusable architecture.

User Friendliness: The applications were developed with older UI frameworks which are not user-friendly anymore.

Operations & Maintenance: The older ecosystem was hard to maintain and the cost of the data center was very high. They wanted to move their 50+ applications from on-premise to the cloud.

The Solution and Results

The client wanted to implement their mobile solutions securely. We worked with different departments involved and understood their requirements as a first step. We understood the scheduler platform's working nature and the challenges an agent might face while picking up a schedule. Our experts in cloud computing addressed the below problematic areas:

Data Unification: We merged the data from different data sources and moved them to Azure SQL. We provided a proper reporting system in place.

Data Migration: We did the data migration from on-premise to cloud services and did all the required work to centralize data with minimum downtime. This resulted in a modern and much-developed version of their working platform.

Decommission of Old Data Center: We decommissioned the existing on-premise data center efficiently and moved everything to the cloud with all the protocols followed.

Set Dev, QA, and Production Environments in Azure: We enabled easy deployments to Dev and QA. Auto promotion of software from the lower environment to the upper environment was done efficiently. Design for promotion to upper environments with a review and approval process was implemented successfully in the system. Template-based environment creation was done. Transparent cost analysis of the environment and continuous cost optimization of the environment was implemented.

DevOps Process: Implementation of CI/CD pipelines was done. Role-based secure access was given to minimize the issues caused.

Security: Implementation of Azure firewalls, virtual networks, and security access groups was done to tighten the security.

The system was designed efficiently so that 50 agents could pick schedules at a time with multiple languages enabled based on the client's type. Based on the system's data captured and effort, auditing and analyzing the agent's performance was much more comfortable. It was made easy and customizable, with various reports present for each function. We automated the onboarding and utilization reports.

As a result, there was an increase in the number of users accessing this digital platform for their work. Working Solutions started selling this solution to their respective clients as a white-labeled solution and this produced a revenue stream for them.