The Customer:
This company is a U.S. subsidiary of a large Japanese semiconductor manufacturer with 24,000 employees worldwide. As a specialized manufacturer of semiconductors, this client‘s world-class technologies and product lineup have made the company a market leader. The company depends on the ability to propose targeted solutions ahead of the competition through a new system built to share customer needs among all business divisions, and by innovating training programs for sales and system engineering staff.

The Problem:
In order to achieve global optimization, the client required the construction of a Call Center to support an SAP global implementation. The basic requirements were:

• 24x7 service
• System capable of responding to 100 incidents/day
• Operators must have bilingual information
• System must have granular search capabilities
• Call escalation process
• Inquiries must be received by phone, fax or email
• Must have monthly reporting capabilities
• Must be in controlled environment
• Must have a disaster/recovery plan
• Media requirements include Toll Free phone lines, Intranet connections
• Extensive security capabilities