1
The Initiation
Phase
|
1. Inquiry
from Client |
| 2. Understanding Client Requirements |
3. Feasibility study by Operations
team based on
• Calling window
•
Volume of calls
• Technical & Language
skillset(s) availability
• Manpower availability |
| 4. Agreement sign off |
The Initiation Phase covers
our interaction with our clients from inquiry to the signing
of the agreement contract. We typically start the process
by understanding the specific requirements of our clients;
at this stage, we also sign a mutual Non-disclosure Agreement.
We review the requirements
to arrive at the operational feasibility of the process.
Factors we consider, include the specific qualitative and
quantitative outcomes expected from the campaign, the calling
window (the geographical area and time zones to be covered),
volume of calls to be handled per executive per hour, client’s
expectations, technical and/or language skillset mapping,
manpower requirement estimation and staffing.
|
1. Initiation
of Pilot
• Training document(s) from Client
• In-house training
• Mock calls with
Client
• Go Live |
2. Reporting (call volume, categories
of calls, AHT, etc.)
• Quality Control Report
for the week (based on call monitoring)
•
Weekly Reports
• Monthly Reports (Comparison
week to week)
• Quarterly Reports ( Comparison
month to month)
• Creation, maintenance
and updating of Knowledgebase |
| 3. Preventive and Corrective
action - based on QC reports and other reports |
The first stage of the
Pilot Phase focuses on ensuring that all the agents assigned
to the campaign are equipped to deliver the expected results
on the call floor. In consultation with the clients we chalk
out a training program that will adequately prepare the
agents. Typically the plan will consist of a mix of scheduled
interactive sessions by in-house trainers with subject matter
experts and/or product specialists from the client’s
office.
The campaign will “go
live” only after we receive a go-ahead from the client
based on the mock calls done by the team. During this phase
we also implement the reporting module and define the escalation
procedures.
Before we move on
to the next phase the Quality Control (QC) team ensures
that the process is monitored closely and if necessary,
changes are implemented in the process, scripts and technology
infrastructure to ensure maximum effectiveness.
3
The Stabilization
Phase
|
1. Inquiry
from Client |
| 2. Understanding Client Requirements |
3. Feasibility study by Operations
team based on
• Calling window
•
Volume of calls
• Technical & Language
skillset(s) availability
• Manpower availability |
| 4. Agreement sign off |
During the stabilization
phase, we expand the campaign to its full scope in terms
of the resources deployed. The QC team continues to take
preventive and corrective actions to ensure optimum productivity
and SLA compliance. The entire campaign team will also go
through scheduled and need based training and skill enhancement
programs. Our operations support team will update the campaign
documentation such as Standard Operating Procedures (SOPs)
and Process Manuals to ensure that all information about
the campaign is easily available and accessible to the team
and the client.
Our Call Center & Technical Helpdesk Transition Process