Improving service levels in leading Danish telco’s call centres

Business Situation

TDC had, with another vendor, developed a call centre solution in 2009 based on the Customer Care Framework (CCF) 2008 version. In 2010 prior to completion of the AD project, parts of the solution had gone into production. TDC decided to split the AM and AD work streams to ensure a dedicated and responsive service and support level towards their call centre. TDC wanted to upgrade and improve their solution to address common call centre challenges like high staff turnover etc. An RFP was issued which Avanade won.


Using our proven Knowledge Transition methodology the transition of the CCF solution ownership was managed according to customer’s expectation and schedule in three months. After a period of performance stabilisation, functional enhancement and usability improvements, Avanade has made the application more reliable and user-friendly. This makes it easier for the approximately 1,500 call centre agents, predominately student workers, to access relevant customer data. The agents are able to give customers a better level of service with a minimum of introduction period due to the intuitive and easy-to-use interface of the solution.

Customer Solution

Avanade delivers a capacity service model to TDC serviced from our offshore team in Pune India. The knowledge transition began in October, 2010 and lasted three months with go-live on January, 2011. TDC's Capacity Manager works directly with our team in Pune around scheduling of tasks and planning of new releases. The CCF solution draws data from more than 40 legacy systems in TDC to present a 360-degree view of customers to the call centre agents.

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