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The client, a solutions provider for the government sector, needed to retain outsourced customer care for its business with the new Medicare Prescription Drug Program. The client required a contact center partner that had the experience to handle calls of this nature, along with the ability to ramp up an extremely large number of agents in a short amount of time. 60 SITEL employees were involved, including members from the technology, telecommunications, training, facility, human resources, LAN, WAN, and account management teams. Three of the facilities were fully operational, and a normal program launch was implemented. Two of the sites were dark and had to be completely rebuilt, and the final site had to be rebuilt after a client close-out. These three sites needed new cable, electrical, workstations, phones, and PCs. On October 17, 2005, the program launched simultaneously – and trouble free – in all six locations. Throughout the months of this program, SITEL exceeded all services levels, and shown continuous improvement though weekly increases, and reports that it has consistently exceeded the proposed quality goal of 90 percent.
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