Redesign CCC

TOTE-M is assisting a major Dutch provider of media and communication services with the redesign of its customer contact centre (CCC). The organization was created from the amalgamation of a number of cable providers.

In addition to rebranding in terms of a name change and marketing campaigns, the amalgamation also involved the gigantic process of combining the companies in all kinds of areas, such as networks, departments, processes and systems. TOTE-M is assisting the client in the field of CCC. We are providing knowledge and project management in order to centralize the routing of customer traffic and to integrate into one centralized system the planning systems of the various companies’ CCC employees.