Concert Global Networks (CGN)
Atlanta, Georgia

The Challenge

Concert Global Networks faced a high level of customer complaints in Europe and North America. The Customer Quality Assurance Director needed a process for managing both reactive and proactive customer complaints throughout the highly diverse global regions.

The Solution

The first step was to conduct a study to identify common responsibilities and linkages within the Concert Global Networks organization and across all regions. Based on the results of the study, a proposal was presented, with the strong recommendation that CGN combine functions for Customer Relations managers and Process Analysts in order to form a regional cross-functional presence. New job descriptions were written for the revised job functions and responsibilities. Then, to decrease the escalation of complaints, processes were developed which provided CGN managers the regional global flexibility that was missing in order to manage, minimize and resolve complaints in a timely manner.

The Results

Once the CGN Quality Assurance Director implemented the recommendations, the course of action not only resolved major head-count issues, but required less than 50% of planned resource allocations and significantly improved management for both process and relationship support regionally.