IMBPD
An update from Paul
Business
IMBPD
An update from Paul McNutt …
s reported last year, IBM successfully bid
A
and won an outsourcing deal with the
Xerox Corporation, who provide digital
document solutions and services.
The Xerox team has been
operating successfully in the
centre for six months now.
The team perform three main tasks:-
1. First level technical support,
which includes solving, first
hand, technical problems on
Xerox equipment. The team
have access to a fully working
lab in order to assist this activity
while talking the customers
through the issues.
2. Responsibility for despatching
engineers to "fix" large Xerox
production machines eg those
used to print newspapers
3. Ordering consumables and
parts and tracking to ensure
customers are not over-ordering
and that targets set by Xerox
are met.
The team currently support the Dutch language
“
From official go live in
group, all four Nordic language groups and recently
has grown to include a small group of Portuguese
November 2007 the team CSRs. Operating out of three centres - Manila,
has worked extremely hard
Sofia and Greenock - and with a small contingency
to consistently achieve the
still in Dublin, some of the Greenock team have had
the benefit of travelling and sharing their knowledge“
numerous SLAs required with other sites and in turn being trained in their
by Xerox and have shown
processes.
an ever increasing RCA
From official go live in November 2007 the team
(remote call assist)
has worked extremely hard to consistently achieve
performance.
the numerous SLAs required by Xerox and
have shown an ever increasing RCA (remote call
assist) performance.
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