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PROJECT PROJECT INFORMATION
PROJECT DESCRIPTION Our client is a major German insurance company. Their support team handles about 1000 system-messages each day, most of these with minor relevance. Messages are defined and have corresponding responses. A precise service level agreement would be part of the contract. This team works 24 X 7 throughout the year, constantly one trained specialist at the monitor. The Monitoring Team receives these messages, analyzes them, provides tickets to fix minor problems, and directs the messages regarding bigger problems or HW-problems to the appropriate team such as hardware support, application support etc. The receiving German team deals with this message and applies the fix to the problem. The German team is English-speaking, communication by e-mail, phone, etc. Our client is evaluating the BPO-offshore option for these tasks.
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