You may be satisfied when the service levels are met, but openness, transparency, and additional expertise will not only help you exceed your objectives, but identify strategic opportunities that may otherwise go unnoticed.
External expertise focused on BPO/ITO center executive and operations levels specific to your industry, process improvement, and up-skills training that evolves agent proficiency in relation to your company’s products and solutions providing a straighter - and shorter - path to success.
Manage the overall customer experience strategy as applicable to your outsourced BPO/ITO.
Review / adjust established policies and procedures to provide necessary customer service, meets organizational goals and drives revenues.
Ensure that service level agreements (SLAs), key performance indicators (KPIs), financial targets, penalties, and incentives are clearly documented, understood and executed.
Constantly seeks to improve the fiscal soundness and operational effectiveness of all BPO/ITO projects.
Conduct BPO/ITO delivery center visits, site audits and continuous review meetings:
Onboarding process. Ensure vendor compliance to recruiting & Selection practices, training curriculum and shadowing processes ensuring only the correct skills to join BPO/ITO operations.
BPO/ITO delivery center Operations:
To ensure outsourcer agents have the proper spirit, supervision, coaching, tools and operating environment to deliver expected customer experience.
Set/Review standards of performance (KPIs) for all levels of customer operations to promote customer service(SLAs) and/or sales established goals.
Implement appropriate staffing plans to maximize performance and efficiency for peak/0ff-peak periods.
Set/Review BPO/ITO delivery center operations parameter to assure: SLA, Communication scripts, proper business attitude, correct & accurate information and right data are logged.
Quality assessment form is developed to gauge all aspects of the busienss transaction and weights of various aspects can be modified to focus on improving specific aspect(s).
Performance. (sales, cost, quality, productivity):
Identifying trends / issues/ concerns/ successes and recommending appropriate solutions or best practice implementation.
Ensuring effective process changes and program implementations occur at the vendor sites.