The MAG team (from l to r): Alexandra Fratu, Raluca Spataru, Diana Sitaru, Tudor Anghelina, Diana Aldea, Oana Dale, Tobias Jordan, Carmen Dumitrescu, and Lynda Campbell Gera.

At the same time, the account team was immediately tasked with a significant project�quickly establishing a multi-lingual (English and German) service desk capability in the Bucharest, Romania office. With the aggressive target, the MAG service desk was operational by the end of January 2007�a major milestone for the company.

�This was a unique project in that MAG consists of more than 20 companies with more than 30 locations across the globe, that have been brought together under the MAG umbrella, and they did not have a single service desk,� said Lynda Campbell Gera, the service desk trainer who participated in the project. �In addition, historically each company under MAG operated autonomously and used its own applications, which can provide unique challenges for the service desk. Despite the large scope of the project and the short time-frame to achieve it, we succeeded thanks to several key people working together from the US, UK, Germany, and Romania.�

Associate Diana Sitaru waits for the first live call.

The service desk currently provides 24/7 first-level support for MAG's end-users, who are primarily located in 19 sites geographically spread across the US and continental Europe, primarily in Germany and the United Kingdom.

During the first week of operation, Perot Systems agents found themselves supporting MAG end-users from California to China. At certain times calls came in from different continents and in different languages. The agents had to be able to cope with switching between languages each time they picked up the phone.

�Our team has proved that we have the capability to provide competitive, high-quality, multi-lingual support to international clients,� said Gordon Harvey, who led the UK efforts. �This capability has enabled us to open doors to other potential clients, particularly in continental Europe, which is one of the fastest-growing outsourcing markets in the world.�