Call Center Services Insourcing Implementation
Many organisations are moving towards in-sourcing their Call Centre operations to provide premium service while maintaining or reducing costs.
However, this is a complex process that requires a high level of planning to ensure success. Organisations considering this move need to consider a range of business areas including:
- What is the current operational strategy and how is it aligned to the business strategy?
- How to deploy best practice forecasting and operational tools to ensure success?
- What will be the scope and design of your new Call Centre's physical, telephony and information technology services?
- What will be the disaster recovery planning (DRP) strategies and implementation processes?
- How will the human capital requirements be addressed during transition and ongoing?
- How will you transition your operations in-house without disruption or lost opportunity?
Genroe offers a comprehensive suite of Call Centre services including In-sourcing Implementation to support organisations undergoing this transition.
Our In-sourcing Implementation programs are tailored to your needs so that we can help your business to realise its fullest potential by ensuring that your in-sourcing initiative will lead to desired business outcomes and your new in-house Call Centre operations will perform at best practice standards.
In-sourcing Implementation and support programs are designed with four main stages:
Business Needs Analysis
- Identifying the core service level agreements (SLAs) and operational metrics to be delivered by the new operation
- Identifying the level and types of service provisions your call centre will provide.
- Gaining an understanding of the desired call centre operations in terms of effectiveness and efficiency standards.
- Ensuring that your business strategy and call centre operational strategies are aligned for success.
Business Forecasting and Modelling
- Identifying and deploying best practice forecasting and operational tools and reporting for your business, to ensure the correct measures of success of your call centre and marketing operations.
Site Design and Development
- Scoping and designing your call centre environment.
- Developing DRP strategies and deployment approaches
- Creating systems and processes designed to facilitate best practice outcomes.
- Identifying human capital requirements, assessments and engagement.
- Determining operational hours, shift allocation and staff structure requirements.
Re-integration
- Delivering a seamless transition from external vendor to in-house operations without interruption or lost opportunity to business as usual activities.
- Providing pragmatic and achievable step by step project milestones to ensure intended go live dates are achieved.