Context and Need
A Virtual Mobile Network Operator in deployment needed to implement the decision to outsource its Customer Service call center and needed to select a suitable provider.
Actions Undertaken
Esparvel managed the RFP process that led to the selection and hiring of the top-rated candidate, then led the Project Office for the service implementation.
Achievements and Benefits
The operator launched to market on the scheduled date, with an efficient and well-organized Customer Service with seamless integration of external support functions.