Major Call Center Upgrades
This international telecommunications company operated 22 call centers across the United States, all of which required a Microsoft Windows XP upgrade. After initial consultation, it was determined that upgrading CPUs and monitors simultaneously would be more efficient. This approach replaced 17-inch CRT monitors in small cubicles with flat screen displays, delivering space savings, reduced energy usage, and improved ergonomics for end users.
The Problem
The call centers operated 24/7, requiring upgrades to be completed around shift changes and during limited desk availability. The customer needed rapid project completion—within less than three days per 1,000-unit center—while also facing a $20 per-system fee for asset disposal and recycling. Additionally, the incumbent vendor failed to remove data prior to asset shipment, raising serious concerns about data security and potential compromise of customer information.
The Challenge
HTG was tasked with executing a complex, time-sensitive rollout that required:
- Coordinating work across 22 active call centers nationwide.
- Performing all deployments during overnight hours between 8:00 p.m. and 6:00 a.m.
- Completing 1,000-unit upgrades per site in under three days.
- Ensuring full data security, asset tracking, and compliance.
- Minimizing disruption to ongoing call center operations.
The Solution
HTG deployed a Senior Project Manager, Senior Technical Lead, and six to eight Level One technicians at each call center. Working within tightly controlled overnight windows, HTG executed the following:
- Coordinated onsite delivery, unloading, counting, and inspection of all assets.
- Unpacked new equipment and recycled cardboard and Styrofoam from 1,000 desktops and monitors.
- Consolidated Microsoft license information.
- Captured asset data via barcode scanning and imaged each computer.
- Uninstalled legacy systems, removed peripherals, and securely wiped all data.
- Installed new systems, joined them to the domain, installed printers, and performed operational testing.
- Tracked asset tags and serial numbers, recording all data for reporting.
- Packed and palletized retired systems for shipment.
The Results
HTG successfully delivered measurable outcomes, including:
- Completed 1,000-unit upgrades in just three nights per call center.
- Minimal disruption to 24/7 call center operations.
- Reduced installation costs by $14,000 per call center by factoring in asset recovery value.
- Eliminated data security risks through verified data wiping and asset tracking.