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Call Center Case Study

Sutherland Global Services

The Challenge: Upgrading technology requirements

Philippines-based Sutherland Global Services provides technology and business process outsourcing (BPO) services from 25 delivery centers worldwide. Sutherland has 20 years experience delivering solutions to a client base that demands high-quality customer and back-office lifecycle management services.

Since 2005, Sutherland has established three facilities equipped with more than 7,000 seats to take advantage of growth in the Philippine BPO industry.

In August 2008, one of the company’s major BPO clients decided to refresh its call center technology infrastructure to provide a higher level of security and a more reliable and manageable system for its customer service agents. Sutherland hosts the client’s call center operation under a BPO agreement.

Sutherland’s client wanted to decrease its vulnerability to malware attacks across its global operations. Furthermore, Sutherland Global Services also wanted to increase agent productivity to deliver services faster.

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