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IT Managed Services: Global BPO Industry

Company Profile: Client provides Business Process Outsourcing (BPO) delivering customer care and collection services for a host of contracted large cap businesses including Fortune 500 companies.

The client currently places more than 2.2 million calls per month and requires 99%+ uptime. Client maintains office locations in Phoenix, Chicago, Costa Rica and Philippines with other global remote offices.

In response to doubling its global operations over the past year and in order to support its current growth, the client needed to streamline information flow and business process, as well as making its global IT operations in compliance with SAS 70 requirements. Like many growing business, the client faced many challenges in maintaining an internal IT Staff including high turnover, constrained IT budgets, outdated systems, and system integration.

The daily IT needs overwhelmed the IT staff to the point that serving the daily needs prevented necessary maintenance and upgrades from occurring. This series of critical challenges was presented to Valor IT with the goal of allowing them to be proactive, efficient and reduce operating costs.

Business Challenges:

  • Inefficient IT management
  • High global costs
  • Reliable global voice and video solution
  • Cost effective Data Center solution
  • Reliable and scalable Storage Solution
  • Disaster Recovery
  • Lower IT operational costs
  • Lack of standardization
  • WAN connectivity between Headquarters and international locations
  • Global network infrastructure and uptime
  • Compliance challenges

To learn more, download the full case study and results (PDF).

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